CN111105071A - Information configuration optimization method and device for equipment fault reporting platform - Google Patents
Information configuration optimization method and device for equipment fault reporting platform Download PDFInfo
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Abstract
The invention discloses an information configuration optimization method and device for an equipment fault reporting platform, which are used for determining intelligent customer service corresponding to the equipment type and the brand in fault reporting information from an intelligent customer service library by acquiring fault reporting information submitted by a user according to the fault reporting information, interacting with the user by using the intelligent customer service corresponding to the equipment type and the brand in the fault reporting information, generating an interaction record and storing the interaction record. Therefore, different requirements for different interactive information are configured, and corresponding interactive information is implemented according to the requirements in the interactive process, so that the interactive experience of the equipment fault reporting platform of the user is improved.
Description
Technical Field
The invention relates to the field of intelligent customer service, in particular to an information configuration optimization method and device for an equipment fault reporting platform.
Background
The intelligent customer service is an integrated technology oriented to industry application, and comprises a large-scale knowledge processing technology, a natural language understanding technology, a knowledge management technology, an automatic question-answering system, an inference technology and the like. The intelligent customer service has industrial universality, provides a fine-grained knowledge management technology for enterprises, and establishes a quick and effective technical means based on natural language for communication between the enterprises and mass users. The intelligent customer service is increasingly important in the customer service industry, and at present, many enterprises use the intelligent customer service to replace manual customer service in a large number of repeated application scenes.
Most of the current intelligent customer services use a customized slot strategy as a user interaction method. For example, for the intelligent customer service scheduled in the meeting room, slots such as time, place, number of people and the like can be defined, and then the content of the slots can be filled by the user through customized interactive content, so that the scheduled function of the meeting room can be completed. But when the content of the information slot is not effectively filled, the scheduled service of the conference room cannot be implemented.
The intelligent customer service platform provides the intelligent customer service as a platform service for enterprise customers and users. In the aspect of enterprise, an enterprise client is allowed to customize interactive contents, and intelligent customer service is provided for a user; and on the aspect of user orientation, the user can enjoy the effect of intelligent customer service by filling the contents in the intelligent customer service interaction process. However, a class of problems is encountered in this process: the enterprise client content filling requirements are difficult to satisfy by the content information actually fed back by the user. In the interaction process, the consultation of the user has no pertinence, and the fault information of the equipment can be positioned only through multiple communications with the user, so that the user experience is greatly reduced.
Disclosure of Invention
The embodiment of the invention provides an information configuration optimization method and device for an equipment fault reporting platform, which are used for improving the interaction efficiency of a user and the equipment fault reporting platform and improving the experience of the user.
In a first aspect, an embodiment of the present invention provides an information configuration optimization method for an equipment failure reporting platform, including:
acquiring fault reporting information submitted by a user;
according to the fault reporting information, determining intelligent customer service corresponding to the equipment type and the brand in the fault reporting information from an intelligent customer service library; the intelligent customer service in the intelligent customer service library is generated according to the information content of the intelligent customer service configured by the enterprise customer and the requirement condition corresponding to the information content;
and interacting with the user by using the intelligent customer service corresponding to the equipment type and the brand in the fault reporting information, generating an interaction record, and storing the interaction record.
According to the technical scheme, the appropriate intelligent customer service can be selected according to the type and the brand of the equipment in the guarantee information submitted by the user, the problem of equipment failure brought forward by the user can be quickly located, excessive communication with the user is reduced, and user experience is greatly improved.
Optionally, the information content of the intelligent customer service configured by the enterprise customer is information content of interaction between the intelligent customer service customized by the enterprise customer and a user;
the requirement condition is the requirement condition of the information content to be filled by the user in the information content interacted with the user by the intelligent customer service.
In the technical scheme, the useful message of the user fault equipment can be quickly obtained through different information contents and different requirements of the intelligent customer service configured by the enterprise customer, the solution capability is improved, and the user experience is improved.
Optionally, the interacting with the user by using the intelligent customer service corresponding to the device type and the brand in the failure reporting information to generate an interaction record includes:
displaying the demand condition and the information content to the user by using the intelligent customer service corresponding to the equipment type and the brand in the failure reporting information so that the user fills information in the information content according to the demand condition;
and according to the information filled by the user and the reply strategy, feeding back reply information corresponding to the information filled by the user to the user, and generating an interaction record in the interaction process.
According to the technical scheme, different requirements are configured for different interactive contents, and corresponding response information is fed back according to information filled by the user in the interactive process, so that the problems of the user are accurately positioned, the corresponding response information is provided to solve the problems of the user, and the user experience is improved.
Optionally, after the generating the interaction record, the method further includes:
and sending the interaction record to the enterprise client in a specified format so that the enterprise client optimizes the information content of the intelligent customer service and the demand condition corresponding to the information content.
In the technical scheme, the interaction records are sent to enterprise clients, and the enterprise clients can configure information contents and corresponding demand conditions for the intelligent customer service according to the information in the interaction records so as to improve configuration optimization of the equipment guarantee platform and improve interaction efficiency of the users and the equipment fault reporting platform.
In a second aspect, an embodiment of the present invention provides an information configuration optimization apparatus for an equipment failure reporting platform, including:
the acquisition unit is used for acquiring fault reporting information submitted by a user;
the processing unit is used for determining the intelligent customer service corresponding to the equipment type and the brand in the fault reporting information from an intelligent customer service library according to the fault reporting information; the intelligent customer service in the intelligent customer service library is generated according to the information content of the intelligent customer service configured by the enterprise customer and the requirement condition corresponding to the information content; using the intelligent customer service corresponding to the equipment type and the brand in the fault reporting information to interact with the user, and generating an interaction record; and storing the interaction record.
Optionally, the information content of the intelligent customer service configured by the enterprise customer is information content of interaction between the intelligent customer service customized by the enterprise customer and a user;
the requirement condition is the requirement condition of the information content to be filled by the user in the information content interacted with the user by the intelligent customer service.
Optionally, the processing unit is specifically configured to:
and displaying the demand condition and the information content to the user by using the intelligent customer service corresponding to the equipment type and the brand in the failure reporting information so that the user fills the information in the information content according to the demand condition.
Optionally, the processing unit is further configured to:
after the generating of the interaction record, the interaction record is sent to the enterprise client in a specified format, so that the enterprise client optimizes the information content of the intelligent customer service and the demand condition corresponding to the information content.
In a third aspect, an embodiment of the present invention further provides a computing device, including:
a memory for storing program instructions;
and the processor is used for calling the program instruction stored in the memory and executing the information configuration optimization method of the equipment failure reporting platform according to the obtained program.
In a fourth aspect, an embodiment of the present invention further provides a computer-readable storage medium storing computer-executable instructions, where the computer-executable instructions are configured to enable a computer to execute the information configuration optimization method for the equipment failure reporting platform.
Drawings
In order to more clearly illustrate the technical solutions in the embodiments of the present invention, the drawings needed to be used in the description of the embodiments will be briefly introduced below, and it is obvious that the drawings in the following description are only some embodiments of the present invention, and it is obvious for those skilled in the art to obtain other drawings based on these drawings without creative efforts.
Fig. 1 is a schematic structural diagram of an equipment failure reporting platform according to an embodiment of the present invention;
fig. 2 is a schematic flowchart of an information configuration optimization method for an equipment failure reporting platform according to an embodiment of the present invention;
fig. 3 is a schematic flowchart of an information configuration optimization method for an equipment failure reporting platform according to an embodiment of the present invention;
fig. 4 is a schematic structural diagram of an information configuration optimization apparatus for an equipment failure reporting platform according to an embodiment of the present invention.
Detailed Description
In order to make the objects, technical solutions and advantages of the present invention clearer, the present invention will be described in further detail with reference to the accompanying drawings, and it is apparent that the described embodiments are only a part of the embodiments of the present invention, not all of the embodiments. All other embodiments, which can be derived by a person skilled in the art from the embodiments given herein without making any creative effort, shall fall within the protection scope of the present invention.
Fig. 1 exemplarily shows a schematic structural diagram of an equipment failure reporting platform to which the embodiment of the present invention is applied, where the intelligent customer service platform includes a service customization module 100, an intelligent customer service library 200, an interaction module 300, a user interaction record storage module 400, and an information pushing module 500.
The service customizing module 100 is configured to generate the intelligent customer service according to the received information content of the intelligent customer service configured by the enterprise customer and the corresponding information requirement condition.
And the intelligent customer service library 200 is used for storing a plurality of intelligent customer service services, uniformly managing and controlling the intelligent customer service services and selectively adapting the equipment fault reporting platform.
The interaction module 300 is configured to extract the type and model of the device in the failure reporting information according to the failure reporting information submitted by the user, select a suitable intelligent customer service according to the type and model of the device to perform a dialogue interaction with the user, and determine that corresponding reply information is used according to a requirement condition and different user feedback contents in the interaction process.
And the user interaction record storage module 400 is configured to store the interaction record generated by the intelligent customer service platform after the session interaction between the users is finished.
And the information pushing module 500 is used for sending the interaction record generated by the intelligent customer service platform to the enterprise customer in a form specified by the customer.
It should be noted that the structure shown in fig. 1 is only an example, and the embodiment of the present invention is not limited thereto.
Fig. 2 exemplarily shows a flow of an information configuration optimization method for an equipment failure reporting platform according to the present invention, where the flow may be used for an information configuration optimization device of the equipment failure reporting platform, and the device may be located on the equipment failure reporting platform or the equipment failure reporting platform.
As shown in fig. 2, the steps of the process specifically include:
In the embodiment of the invention, through the type and the brand of the fault equipment in the fault reporting information submitted by the user, the appropriate intelligent customer service is selected to interact with the user.
It should be noted that before obtaining the failure reporting information submitted by the user, an intelligent customer service library needs to be established, where the intelligent customer service library includes intelligent customer service customized by a plurality of different enterprise customers, and the intelligent customer service is generated according to information content of the intelligent customer service configured by the enterprise customers and a requirement condition corresponding to the information content, and specifically, the intelligent customer service in the intelligent customer service library may be determined according to the following steps:
firstly, information content for configuring intelligent customer service sent by enterprise customers is received.
The information content configuring the intelligent customer service is the information content of the intelligent customer service customized by the enterprise customer and the interaction between the intelligent customer service and the user. For example:
1. user telephone
2. User address
a) Street with a light source
b) Ballast for ballast
3. Device purchase time
Secondly, the enterprise client configures a requirement condition for each information content.
The requirement condition is the requirement condition of the information content to be filled by the user in the information content interacted with by the intelligent customer service, for example, information which must be filled is marked by using '1', and information which can not be filled is indicated by using '0'. The labeling results are exemplified as follows:
1. user telephone (1)
2. User address (1) (street + town > ═ 1)
a) Street (0)
b) Town (0)
3. Equipment purchase time (0)
Wherein the content in each parenthesis represents a requirement condition. Only one number, representing the requirement of the corresponding information. The parentheses allow the use of expressions to indicate the requirement conditions of the lower level information. For example, "street + town > -1" indicates that at least one of the information "street" and "town" needs to be filled.
When enterprise customers configure information contents needing to interact with users, and configure corresponding requirement conditions. Information that must be filled is marked with "1", information that may not be filled is indicated with "0", and the configuration results are as follows:
1) user telephone (1)
2) User address (1) (district + street + town + road > ═ 1) (park + community + village + house number > ═ 1)
a) Province (0)
b) Market (0)
c) Zone (0)
d) Street (0)
e) Town (0)
f) Road (0)
g) Garden (0)
h) Community (0)
i) Village (0)
j) Building door number (0)
k) Doorplate number (0)
3) Equipment purchase time (0)
4) Equipment brand (1)
5) Maintenance time (1)
Wherein the content in each parenthesis represents a requirement condition. Only one number, representing the requirement of the corresponding information. The parentheses allow the use of expressions to indicate the requirement conditions of the lower level information. "area + street + town + road >" 1 "indicates that at least one of the information" area "," street "," town "and" road "needs to be filled; "campus + community + village + house number > -1" indicates that at least one of the information "campus", "community", "village" and "house number" needs to be filled.
Thirdly, the intelligent customer service is generated according to the information content of the intelligent customer service configured by the enterprise customer and the requirement condition corresponding to the information content, such as:
address: (district + street + town + road > ═ 1) (park + community + village + house number > ═ 1)
a) If "district + street + town + road" is 0 ", the reply message prompts the user to provide a more specific address, for example: the name of the area and the name of the street.
b) If "campus + community + village + house number is 0", the reply policy prompts the user to provide a more specific address, for example: the name of the campus and the number of the building.
In the embodiment of the invention, according to the type and the brand of the equipment in the fault reporting information submitted by the user, the intelligent customer service corresponding to the type and the brand of the equipment in the fault reporting information is determined in the intelligent customer service library, for example:
customer service: your, what are you served?
The user: the air conditioner of my home is not refrigerated.
Customer service: good, ask what brand do your air conditioner? What time was purchased?
The user: xx brand air conditioners are probably 5 and 6 years old, and the specific time is not remembered.
Customer service: is good. The warranty period of xx brand air conditioners is 6 years. The master can charge 20 yuan for home maintenance, and ask you to prepare a shopping invoice. If your device is within warranty, no additional fees are charged. If your equipment exceeds the warranty period, or if the purchase invoice is lost, it is also considered to be out of warranty, additional maintenance and component fees are charged.
The user: is good.
Customer service: is good. Please provide your phone and address?
The user: the address is in xx city xx area and the contact phone is 12345678911.
Customer service: please provide more specific addresses such as the name of the campus and the number of the building.
The user: xx cells. The district has entrance guard, and people can not come to the outside. You have come to call me and me goes to pick up you.
Customer service: has reserved for you to tomorrow at 11 am, and the master went home to maintain you, can?
The user: is good.
Customer service: please leave the phone 12345678910 clear in the morning of tomorrow, and the repairman will contact your phone before visiting.
The user: is good.
Customer service: ask what can you be served?
The user: there is no.
Customer service: congratulate you for pleasure. Turning to!
And 203, interacting with the user by using the intelligent customer service corresponding to the equipment type and the brand in the fault reporting information, generating an interaction record, and storing the interaction record.
In the embodiment of the present invention, the intelligent customer service is one of a plurality of intelligent customer service generated according to the information content of the intelligent customer service configured by the enterprise customer and the requirement condition corresponding to the information content in step 202.
It should be noted that, in the interaction process, the intelligent customer service corresponding to the device type and the brand in the failure reporting information is used to show the requirement condition and the information content to the user, so that the user fills the information in the information content according to the requirement condition, and then, according to the information filled by the user and the response policy, the response information corresponding to the information filled by the user is fed back to the user, and the interaction record in the interaction process is generated. For example:
1) address: (district + street + town + road > ═ 1) (park + community + village + house number > ═ 1)
a) If "district + street + town + road" is 0 ", the reply message prompts the user to provide a more specific address, for example: the name of the area and the name of the street.
b) If "campus + community + village + house number is 0", the reply policy prompts the user to provide a more specific address, for example: the name of the campus and the number of the building.
2) Device purchase time
a) The user provides the time for purchase of the device, but the device has exceeded the warranty period. The response policy prompts the user for a charge, such as "your equipment has exceeded warranty, and home maintenance charges an additional charge for maintenance and parts in addition to 20 dollars. "
b) The user provides the time of purchase of the device and the device is within warranty. The reply policy prompts the user for a charge condition, such as "your device is in warranty, home maintenance charges only 20 dollars, and no additional charges are charged. "
c) The user does not provide the exact time of purchase at the current moment. The response policy prompts the user for a charging condition, such as "home repair would charge 20 dollars for home. You get ready for a purchase invoice and the warranty period for the device is 3 years. If your device is within warranty, no additional fees are charged. If your equipment exceeds the warranty period, or if the purchase invoice is lost, it is also considered to be out of warranty, additional maintenance and component fees are charged. "
Specific interaction examples, such as:
1. interaction example 1
Customer service: your, what are you served?
The user: my home xx brand of air conditioning goes bad.
Customer service: is good. Please provide your phone and address?
The user: the address is xx city xx district xx road xxx number xx, and the contact telephone is 12345678910.
Customer service: is good. What time do your air conditioner buy?
The user: the bar in the last year.
Customer service: the air conditioner is free from maintenance cost in the guarantee period. The master can charge 20 yuan for home maintenance, and ask you to prepare a shopping invoice. If the purchase invoice is lost, it is considered to be out of warranty, and additional maintenance and component costs are charged. Did you reserve to tomorrow at 10 am, and the master went home to maintain you, can?
The user: it is possible.
Customer service: is good. Please leave the phone 12345678910 clear in the morning of tomorrow, and the repairman will contact your phone before visiting.
The user: is good.
Customer service: ask what can you be served?
The user: there is no.
Customer service: congratulate you for pleasure. Turning to!
2. Interaction example 2
Customer service: your, what are you served?
The user: the air conditioner of my home is not refrigerated.
Customer service: good, ask what brand do your air conditioner? What time was purchased?
The user: xx brands, which are probably 5 and 6 years ago, are not remembered at specific time.
Customer service: is good. The warranty period for xxxx is 6 years. The master can charge 20 yuan for home maintenance, and ask you to prepare a shopping invoice. If your device is within warranty, no additional fees are charged. If your equipment exceeds the warranty period, or if the purchase invoice is lost, it is also considered to be out of warranty, additional maintenance and component fees are charged.
The user: is good.
Customer service: is good. Please provide your phone and address?
The user: the address is in xx city xx area and the contact phone is 12345678911.
Customer service: please provide more specific addresses such as the name of the campus and the number of the building.
The user: xx cells. The district has entrance guard, and people can not come to the outside. You have come to call me and me goes to pick up you.
Customer service: has reserved for you to tomorrow at 11 am, and the master went home to maintain you, can?
The user: is good.
Customer service: please leave the phone 12345678911 clear in the morning of tomorrow, and the repairman will contact your phone before visiting.
The user: is good.
Customer service: ask what can you be served?
The user: there is no.
Customer service: congratulate you for pleasure. Turning to!
It should be further noted that, in the above steps, after the interaction record is generated, the interaction record is sent to the enterprise client in a specified format, so that the enterprise client optimizes the information content of the smart customer service and the requirement condition corresponding to the information content. For example:
1. maintenance record 1
a) The user telephone is as follows: 12345678910
b) The user address is as follows: xx City xx district xx road xxx number xx
c) Device purchase time: 2018 years old
d) Equipment brand: xxxx
e) Maintenance time: 9/19/10 am in 2019
2. Maintenance record 2
a) The user telephone is as follows: 12345678911
b) The user address is as follows: xx district xx city (remark: district door phone contact)
c) Device purchase time: 5. before 6 years, the specific time is uncertain
d) Equipment brand: xxxx
e) Maintenance time: 11 am on 9/19/18/h in 2019
With reference to the structure shown in fig. 1, fig. 3 exemplarily shows a flow chart of an information configuration optimization method for an equipment failure reporting platform according to an embodiment of the present invention, which specifically includes:
step 1: and the enterprise client configures the information content and the demand condition of the intelligent customer service.
Step 2: and the intelligent customer service platform generates intelligent customer service.
Step 3: and selecting proper intelligent customer service to perform dialogue interaction with the user.
Step 4: and after the conversation interaction is finished, storing the user interaction record.
Step 5: and sending the user feedback information to the enterprise client in a specified form.
In the embodiment of the invention, the intelligent customer service is generated according to the requirement condition corresponding to the information content of the intelligent customer service configured by the enterprise customer and the information content of the configured intelligent customer service, the intelligent customer service which is proper is selected according to the equipment brand and the equipment type in the equipment failure information submitted by the user to carry out conversation interaction with the user, the requirement condition and the information content are displayed to the user, so that the user fills the information in the information content according to the requirement condition, the response information corresponding to the information filled by the user is fed back to the user according to the information filled by the user and the response strategy, the interaction record in the interaction process is generated, the generated interaction record is stored, and the stored interaction record is sent to the enterprise customer in a specified form.
Based on the same technical concept, fig. 4 exemplarily shows an information configuration optimization apparatus for an equipment security platform, which may be located on the equipment failure reporting platform or the equipment failure reporting platform, according to an embodiment of the present invention.
As shown in fig. 4, the apparatus specifically includes:
the obtaining unit 401 is configured to obtain fault reporting information submitted by a user.
The processing unit 402 is configured to determine, according to the failure reporting information, an intelligent customer service corresponding to the device type and the brand in the failure reporting information from an intelligent customer service library; the intelligent customer service in the intelligent customer service library is generated according to the information content of the intelligent customer service configured by the enterprise customer and the requirement condition corresponding to the information content; using the intelligent customer service corresponding to the equipment type and the brand in the fault reporting information to interact with the user, and generating an interaction record; and storing the interaction record.
Optionally, the information content of the intelligent customer service configured by the enterprise customer is information content of interaction between the intelligent customer service customized by the enterprise customer and a user;
the requirement condition is the requirement condition of the information content to be filled by the user in the information content interacted with the user by the intelligent customer service.
Optionally, the processing unit 402 is specifically configured to:
and displaying the demand condition and the information content to the user by using the intelligent customer service corresponding to the equipment type and the brand in the failure reporting information so that the user fills the information in the information content according to the demand condition.
Optionally, the processing unit 402 is further configured to:
after the generating of the interaction record, the interaction record is sent to the enterprise client in a specified format, so that the enterprise client optimizes the information content of the intelligent customer service and the demand condition corresponding to the information content.
Based on the same technical concept, an embodiment of the present invention further provides a computing device, including:
a memory for storing program instructions;
and the processor is used for calling the program instruction stored in the memory and executing the information configuration optimization method of the intelligent customer service platform according to the obtained program.
Based on the same technical concept, the embodiment of the invention also provides a computer-readable storage medium storing computer-executable instructions, wherein the computer-executable instructions are used for enabling a computer to execute the information configuration optimization method of the intelligent customer service platform.
As will be appreciated by one skilled in the art, embodiments of the present application may be provided as a method, system, or computer program product. Accordingly, the present application may take the form of an entirely hardware embodiment, an entirely software embodiment or an embodiment combining software and hardware aspects. Furthermore, the present application may take the form of a computer program product embodied on one or more computer-usable storage media (including, but not limited to, disk storage, CD-ROM, optical storage, and the like) having computer-usable program code embodied therein.
The present application is described with reference to flowchart illustrations and/or block diagrams of methods, apparatus (systems), and computer program products according to the application. It will be understood that each flow and/or block of the flow diagrams and/or block diagrams, and combinations of flows and/or blocks in the flow diagrams and/or block diagrams, can be implemented by computer program instructions. These computer program instructions may be provided to a processor of a general purpose computer, special purpose computer, embedded processor, or other programmable data processing apparatus to produce a machine, such that the instructions, which execute via the processor of the computer or other programmable data processing apparatus, create means for implementing the functions specified in the flowchart flow or flows and/or block diagram block or blocks.
These computer program instructions may also be stored in a computer-readable memory that can direct a computer or other programmable data processing apparatus to function in a particular manner, such that the instructions stored in the computer-readable memory produce an article of manufacture including instruction means which implement the function specified in the flowchart flow or flows and/or block diagram block or blocks.
These computer program instructions may also be loaded onto a computer or other programmable data processing apparatus to cause a series of operational steps to be performed on the computer or other programmable apparatus to produce a computer implemented process such that the instructions which execute on the computer or other programmable apparatus provide steps for implementing the functions specified in the flowchart flow or flows and/or block diagram block or blocks.
It will be apparent to those skilled in the art that various changes and modifications may be made in the present application without departing from the spirit and scope of the application. Thus, if such modifications and variations of the present application fall within the scope of the claims of the present application and their equivalents, the present application is intended to include such modifications and variations as well.
Claims (10)
1. An information configuration optimization method for an equipment failure reporting platform, the method comprising:
acquiring fault reporting information submitted by a user;
according to the fault reporting information, determining intelligent customer service corresponding to the equipment type and the brand in the fault reporting information from an intelligent customer service library; the intelligent customer service in the intelligent customer service library is generated according to the information content of the intelligent customer service configured by the enterprise customer and the requirement condition corresponding to the information content;
and interacting with the user by using the intelligent customer service corresponding to the equipment type and the brand in the fault reporting information, generating an interaction record, and storing the interaction record.
2. The method of claim 1, wherein the information content of the intelligent customer service configured by the enterprise customer is information content of the intelligent customer service customized by the enterprise customer for interaction with a user;
the requirement condition is the requirement condition of the information content to be filled by the user in the information content interacted with the user by the intelligent customer service.
3. The method of claim 2, wherein the generating an interaction record using the intelligent customer service corresponding to the device type and brand in the failure information to interact with the user comprises:
displaying the demand condition and the information content to the user by using the intelligent customer service corresponding to the equipment type and the brand in the failure reporting information so that the user fills information in the information content according to the demand condition;
and according to the information filled by the user and the reply strategy, feeding back reply information corresponding to the information filled by the user to the user, and generating an interaction record in the interaction process.
4. The method of any of claims 1 to 3, further comprising, after the generating an interaction record:
and sending the interaction record to the enterprise client in a specified format so that the enterprise client optimizes the information content of the intelligent customer service and the demand condition corresponding to the information content.
5. An information configuration optimization device for an equipment failure reporting platform, comprising:
the acquisition unit is used for acquiring fault reporting information submitted by a user;
the processing unit is used for determining the intelligent customer service corresponding to the equipment type and the brand in the fault reporting information from an intelligent customer service library according to the fault reporting information; the intelligent customer service in the intelligent customer service library is generated according to the information content of the intelligent customer service configured by the enterprise customer and the requirement condition corresponding to the information content; using the intelligent customer service corresponding to the equipment type and the brand in the fault reporting information to interact with the user, and generating an interaction record; and storing the interaction record.
6. The apparatus of claim 5, wherein the information content of the intelligent customer service configured by the enterprise customer is information content of the intelligent customer service customized by the enterprise customer for interaction with a user;
the requirement condition is the requirement condition of the information content to be filled by the user in the information content interacted with the user by the intelligent customer service.
7. The apparatus as claimed in claim 6, wherein said processing unit is specifically configured to:
and displaying the demand condition and the information content to the user by using the intelligent customer service corresponding to the equipment type and the brand in the failure reporting information so that the user fills the information in the information content according to the demand condition.
8. The apparatus of any of claims 5 to 7, wherein the processing unit is further to:
after the generating of the interaction record, the interaction record is sent to the enterprise client in a specified format, so that the enterprise client optimizes the information content of the intelligent customer service and the demand condition corresponding to the information content.
9. A computing device, comprising:
a memory for storing program instructions;
a processor for calling program instructions stored in said memory to execute the method of any one of claims 1 to 4 in accordance with the obtained program.
10. A computer storage medium having computer-executable instructions stored thereon for causing a computer to perform the method of any one of claims 1 to 4.
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