CN111210232B - Data processing method and device and electronic equipment - Google Patents
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Abstract
The application discloses a data processing method, a device and electronic equipment, wherein the method comprises the following steps: receiving input information of a target user; at least according to the input information, at least one target step corresponding to the target user and additional information corresponding to the target step are obtained, wherein the additional information comprises: executing an execution result of the operation corresponding to the target step; the execution result is generated according to historical behavior data of at least one user, and the historical behavior data comprises feedback data after the user in the at least one user executes operation corresponding to at least one step; and outputting the at least one target step and the additional information corresponding to the target step.
Description
Technical Field
The present application relates to the field of intelligent customer service technologies, and in particular, to a data processing method, a data processing device, and an electronic device.
Background
In an intelligent customer service system, corresponding operation step information, such as step information for solving a user problem, is generally required to be output for the problem input by the user.
However, the intelligent customer service system generally outputs all possible steps for solving the problem in a listed manner, and prompts the user to try one by one, so that a key step for solving the problem can be found only by a plurality of attempts of the user, and therefore, the problem solving efficiency of the user is low.
Disclosure of Invention
In view of the above, the present application provides a data processing method, apparatus and electronic device, as follows:
A data processing method, comprising:
Receiving input information of a target user;
At least according to the input information, at least one target step corresponding to the target user and additional information corresponding to the target step are obtained, wherein the additional information comprises: executing an execution result of the operation corresponding to the target step;
the execution result is generated according to historical behavior data of at least one user, and the historical behavior data comprises feedback data after the user in the at least one user executes operation corresponding to at least one step;
And outputting the at least one target step and the additional information corresponding to the target step.
In the above method, preferably, at least according to the input information, at least one target step corresponding to the target user and additional information corresponding to the target step are obtained, including:
obtaining a target behavior intention of the target user at least according to the input information;
Acquiring at least one target step corresponding to the target behavior intention and additional information corresponding to the target step in a set comprising at least one mapping relation between the intention and the step;
the mapping relation between the intention and the step is generated according to historical behavior data of at least one user, and the historical behavior data comprises feedback data after the user in the at least one user executes operation corresponding to the at least one step.
The method preferably generates the mapping relationship between the intention and the step according to the historical behavior data of at least one user, and comprises the following steps:
Analyzing the feedback data after the user in the at least one user executes the operation corresponding to the at least one step to obtain the behavior intention of the user to which the feedback data belongs and the feedback attribute after the user to which the feedback data belongs executes the operation corresponding to the step under the behavior intention;
according to the feedback attribute of the user in the at least one user after executing the operation corresponding to the step under at least one action intention, obtaining a mapping relation between the action intention and the step, wherein the mapping relation represents an execution result after executing the operation corresponding to the step under the action intention.
In the above method, preferably, the feedback attribute includes any one or a combination of any more of a first attribute, a second attribute and a third attribute;
the first attribute characterizes whether the user performs positive feedback after executing the operation corresponding to the step; the second attribute characterizes the feedback interval duration of the user after the operation corresponding to the step is executed; the third attribute characterizes whether the user has alarm information after executing the operation corresponding to the step;
Correspondingly, the mapping relation comprises: behavior intention, step and execution result after executing operation corresponding to the step under the behavior intention; the execution result comprises: any one or a combination of any plurality of the first result, the second result and the third result, wherein the first result represents a user proportion value of positive feedback after the operation corresponding to the step is executed under the action intention; the second result represents a user proportion value corresponding to at least one feedback interval duration after the operation corresponding to the step is executed under the action intention; and the third result represents a user proportion value with alarm information after the operation corresponding to the step is executed under the action intention.
According to the above method, preferably, according to the feedback attribute of the user of the at least one user after executing the operation corresponding to the step under at least one behavior intention, the mapping relationship between the behavior intention and the step is obtained, including:
Processing the step with the first attribute to obtain a first user number for positive feedback after the operation corresponding to the step is executed under the action intention;
Processing the step with the second attribute to obtain a second user number corresponding to at least one feedback interval duration after the operation corresponding to the step is executed under the action intention;
Processing the step with the third attribute to obtain the third user number with alarm information after the operation corresponding to the step is executed under the action intention;
And generating a mapping relation between the behavior intention and the step based on any one or more of the first user quantity, the second user quantity and the third user quantity, wherein the first user quantity corresponds to a first result in the mapping relation, the second user quantity corresponds to a second result in the mapping relation, and the third user quantity corresponds to a third result in the mapping relation.
In the above method, preferably, outputting the at least one target step and additional information corresponding to the target step includes:
Screening the target steps according to any one or combination of any multiple of a first result, a second result and a third result in the corresponding additional information so as to eliminate the target steps that the first result is smaller than a first threshold value, the target steps that the second result is larger than a second threshold value and the target steps that the third result is larger than a third threshold value;
And outputting the rest target steps and the additional information corresponding to the target steps.
In the above method, preferably, outputting the at least one target step and additional information corresponding to the target step includes:
Sorting the target steps according to any one or combination of any multiple of a first result, a second result and a third result in the corresponding additional information respectively;
screening out target steps of the M-bit sequence in front according to the first result; m is a positive integer greater than or equal to 1;
Screening out target steps of the top N bits ordered according to the second result; n is a positive integer greater than or equal to 1;
screening out target steps of sorting the previous Q bits according to the third result; q is a positive integer greater than or equal to 1;
and outputting the screened target step and the additional information of the target step.
The above method, preferably, further comprises:
Obtaining feedback data after the target user executes the operation corresponding to the target step;
And updating the set according to the feedback data after the target user executes the operation corresponding to the target step.
A data processing apparatus comprising:
an input receiving unit for receiving input information of a target user;
an information obtaining unit, configured to obtain, at least according to the input information, at least one target step corresponding to the target user and additional information corresponding to the target step, where the additional information includes: executing an execution result of the operation corresponding to the target step;
the execution result is generated according to historical behavior data of at least one user, and the historical behavior data comprises feedback data after the user in the at least one user executes operation corresponding to at least one step;
and the information output unit is used for outputting the at least one target step and the additional information corresponding to the target step.
An electronic device, comprising:
The memory is used for storing the application program and data generated by the running of the application program;
A processor for executing the application program to realize: receiving input information of a target user; at least according to the input information, at least one target step corresponding to the target user and additional information corresponding to the target step are obtained, wherein the additional information comprises: executing an execution result of the operation corresponding to the target step; the execution result is generated according to historical behavior data of at least one user, and the historical behavior data comprises feedback data after the user in the at least one user executes operation corresponding to at least one step; and outputting the at least one target step and the additional information corresponding to the target step.
As can be seen from the above technical solution, in the data processing method, apparatus and electronic device disclosed in the present application, after receiving input information of a target user, at least one target step corresponding to the target user and additional information generated based on historical behavior data of a plurality of users corresponding to each target step are obtained according to the input information, where the additional information can represent an execution result after executing an operation corresponding to the target step, and then after outputting the target step and the additional information, the target user can be prompted to refer to the additional information to determine whether to execute the operation corresponding to the target step. Therefore, the application prompts the user to refer by inputting the relevant steps and the corresponding execution results to the user, thereby avoiding the user from trying each step for solving the problem many times, and improving the efficiency of solving the problem by reducing the complexity of the user operation.
Drawings
In order to more clearly illustrate the technical solutions of the embodiments of the present application, the drawings required for the description of the embodiments will be briefly described below, and it is obvious that the drawings in the following description are only some embodiments of the present application, and other drawings may be obtained according to these drawings without inventive effort for a person skilled in the art.
FIG. 1 is a flowchart of a data processing method according to a first embodiment of the present application;
FIG. 2 is a partial flow chart of a first embodiment of the application;
FIG. 3 is another flow chart of a first embodiment of the present application;
FIG. 4 is a schematic diagram of a data processing apparatus according to a second embodiment of the present application;
Fig. 5 is a block diagram of an electronic device according to a third embodiment of the present application;
FIG. 6 is a schematic diagram of logic modules and related interactions in a specific implementation of an embodiment of the present application;
FIG. 7 is a schematic diagram of generating a mapping relationship according to an embodiment of the present application;
Fig. 8 is a schematic diagram of the output step and the additional information in the embodiment of the application.
Detailed Description
The following description of the embodiments of the present application will be made clearly and completely with reference to the accompanying drawings, in which it is apparent that the embodiments described are only some embodiments of the present application, but not all embodiments. All other embodiments, which can be made by those skilled in the art based on the embodiments of the application without making any inventive effort, are intended to be within the scope of the application.
As shown in fig. 1, a flowchart of an implementation of a data processing method disclosed in the present application is shown, and the method may be applied to an electronic device capable of performing data processing, such as a computer or a server. The method in this embodiment is mainly used for outputting the steps and the additional information related to the steps to the target user, so as to prompt the target user to decide whether to execute the steps according to the execution results corresponding to executing the steps, thereby improving the problem solving efficiency.
Specifically, the method in this embodiment may include the following steps:
Step 101: input information of a target user is received.
The input information in this embodiment may be input information of the target user collected through an interface with the target user. The input information at least comprises the content of the problem to be solved by the target user, such as 'how the blue screen of the mobile phone works' or 'WiFi setting flow', and the like.
Step 102: and at least obtaining at least one target step corresponding to the target user and additional information corresponding to the target step according to the input information.
Wherein there may be one or more target steps, each of which has an additional information. And the additional information includes: and executing the execution result of the operation corresponding to the target step, wherein the execution result represents whether the operation corresponding to the target step is successful or success probability or the number of corresponding execution users and the like.
It should be noted that, the execution result is generated according to the historical behavior data of at least one user, and the historical behavior data includes feedback data after the user in the at least one user executes the operation corresponding to the at least one step.
The historical behavior data in this embodiment refers to the historical behavior data of the user who has executed the operation of each step, and the corresponding historical behavior data includes feedback data after the user who has executed the operation of each step executes the steps, where it should be noted that the feedback data includes feedback data of the user after the user executes the operation corresponding to the steps, and may also include data fed back by the electronic device that executes the operation corresponding to the steps after the user executes the operation corresponding to the steps.
Step 103: and outputting at least one target step and additional information corresponding to the target step.
In this embodiment, the target step and the additional information corresponding to the target step may be output through the interactive interface with the target user, so as to prompt the target user to consider whether to execute the operation corresponding to one or more target steps, thereby reducing the operations of each step attempted by the target user, and reducing the complexity of the operation.
As can be seen from the foregoing, in the data processing method according to the first embodiment of the present application, after receiving the input information of the target user, at least one target step corresponding to the target user and additional information generated based on historical behavior data of a plurality of users corresponding to each target step are obtained according to the input information, where the additional information can characterize an execution result after executing the operation corresponding to the target step, and then after outputting the target step and the additional information, the target user can be prompted to refer to the additional information to determine whether to execute the operation corresponding to the target step. Therefore, in the embodiment, the user is prompted to refer by inputting the relevant steps and the corresponding execution results to the user, so that the user is prevented from trying each step for solving the problem many times, and the problem solving efficiency is improved by reducing the complexity of the user operation.
In one implementation, step 102 may be implemented by, when at least the target step corresponding to the target user and the additional information corresponding to the target step are obtained according to the input information, as shown in fig. 2:
Step 201: and obtaining the target behavior intention of the target user at least according to the input information.
In this embodiment, the input information may be analyzed to identify the target behavior intention of the target user represented in the input information, such as what problem the target user needs to solve or what purpose the target user wants to achieve.
Specifically, in this embodiment, character or image recognition may be performed on the content in the input information, so as to identify the target behavior intention represented by the target user in the input information; or in this embodiment, the input information may be processed by the recognition model based on machine learning, so as to obtain an output result of the recognition model, where the output result includes the target behavior intention of the target user. The recognition model in the embodiment can be created based on any machine learning algorithm and trained by using the data sample with the behavior intention label, so that the trained recognition model can more accurately recognize the target behavior intention of the target user represented by the input data of the target user.
Step 202: and obtaining at least one target step corresponding to the target behavior intention and additional information corresponding to the target step in a set comprising at least one mapping relation between the intention and the step.
Wherein, the set contains one or more mapping relations, each mapping relation is a behavior intention and one or more steps needed to be executed for realizing the behavior intention, and each step contains corresponding additional information. In this embodiment, the mapping relationship between the intent and the step included in the set is generated according to the historical behavior data of at least one user, and the historical behavior data includes feedback data after the user of the at least one user performs the operation corresponding to the at least one step.
For example, in a set including a plurality of mapping relationships, searching a target mapping relationship matched with the target behavior intention, where the target mapping relationship is a mapping relationship between the target behavior intention and a corresponding target step, so that after the target mapping relationship is searched, at least one corresponding target step and additional information corresponding to the target step are obtained in the target mapping relationship.
Specifically, in this embodiment, when generating the mapping relationship in the set, the following manner may be implemented:
Firstly, in this embodiment, feedback data after a user in at least one user performs an operation corresponding to at least one step is parsed to obtain a behavior intention of a user to which the feedback data belongs, and a feedback attribute after the user to which the feedback data belongs performs an operation corresponding to the step under the behavior intention; for example, the executing user, that is, the affiliated user, involved in the feedback data is analyzed, and then the behavior intention of the affiliated user and the feedback attribute after the operation corresponding to the executing step of the affiliated user of the feedback data under the behavior intention, such as the feedback attribute generated after executing the step when the user wants to solve the problem, such as the positive and negative feedback of whether to solve the problem, are obtained from the feedback data.
Then, according to the feedback attribute of the user in at least one user after executing the operation corresponding to the step under the action intention, the mapping relationship between the action intention and the step is obtained, where the mapping relationship is the mapping relationship between the intention and the step forming the set, and the mapping relationship represents the execution result of the operation corresponding to the step under the action intention, such as whether the problem is solved or the degree of solving the problem or whether the user satisfies the effect of solving the problem, and so on.
Based on the above implementation, the feedback attribute in the present embodiment may include any one or a combination of any plurality of the first attribute, the second attribute, and the third attribute;
The first attribute characterizes whether the user performs positive feedback on the operation corresponding to the execution step, such as whether the user selects an option for solving the problem on the interactive interface after the operation corresponding to the execution step is performed or whether the user performs evaluation input operation on the interactive interface after the operation corresponding to the execution step is performed and whether the operation execution result is met; the second attribute characterizes feedback interval duration after the user performs the operation corresponding to the step, such as interval duration between the user and the next step after the user performs the operation corresponding to the step; the third attribute characterizes whether the user has alarm information after executing the operation corresponding to the step, for example, whether alarm information such as 'insufficient space' or 'unable to connect' appears after executing the operation corresponding to the step;
Accordingly, based on the feedback attribute, the mapping relationship generated in the embodiment may include: behavior intention, step and execution result after operation corresponding to the execution step under the behavior intention.
Specifically, the execution result may include: any one or combination of any multiple of the first result, the second result and the third result, wherein the first result represents a proportion value of the user performing positive feedback after the operation corresponding to the execution step under the action intention, namely a proportion value of the user performing positive feedback after the operation corresponding to the execution step under the action intention in all the users; the second result characterizes a user proportion value corresponding to at least one feedback interval duration after the operation corresponding to the step is executed under the action intention, namely, the proportion value occupied by the user who executes the next step or other operations again in each feedback interval duration after the operation corresponding to the step is executed under the action intention in all users, wherein the feedback interval duration can correspond to a corresponding duration range, such as a range between 8 and 12 seconds corresponding to the feedback interval duration 10 seconds, a range between 25 and 35 seconds corresponding to the feedback interval duration 30 seconds, and the like; the third result characterizes a proportion value of the user with alarm information after the operation corresponding to the execution step under the action intention, namely, the proportion value of the user which outputs the alarm information about the software or the hardware by the application or the electronic equipment of the operation corresponding to the executed step after the operation corresponding to the execution step under the action intention in all the users.
Based on this, in this embodiment, when the user in the at least one user performs the feedback attribute after the operation corresponding to the step under the at least one behavioral intention, and obtains the mapping relationship between the behavioral intention and the step, the method may be specifically implemented as follows:
Processing the step with the first attribute to obtain a first user number for performing positive feedback after performing the operation corresponding to the step under the action intention; for example, the step with the first attribute is counted, and then the user quantity which performs positive feedback after the operation corresponding to the execution step is counted under the action intention, so as to obtain the first user quantity;
Processing the step with the second attribute to obtain a second user number corresponding to at least one feedback interval duration after the operation corresponding to the execution step is performed under the action intention; for example, counting the steps with the second attribute, and counting the user quantity corresponding to each feedback interval duration or the duration range in which each feedback interval duration is located after the operation corresponding to the execution step is performed by the action intention, so as to obtain a second user quantity corresponding to each feedback interval duration or the duration range in which each feedback interval duration is located;
Processing the step with the third attribute to obtain the third user number with alarm information after the operation corresponding to the step is executed under the action intention; for example, counting the steps with the third attribute, and counting the number of users with the alarm attribute after the operation corresponding to the steps is executed under the action intention to obtain the third number of users;
and generating a mapping relationship between the behavior intentions and the steps based on any one or more of the first user quantity, the second user quantity and the third user quantity, for example, obtaining a user proportion value corresponding to the first user quantity, which performs positive feedback after performing the operation corresponding to the step under the behavior intentions, and a user proportion value corresponding to the second user quantity, which corresponds to at least one feedback interval duration after performing the operation corresponding to the step under the behavior intentions, and simultaneously obtaining a user proportion value corresponding to the third user quantity, which has alarm information after performing the operation corresponding to the step under the behavior intentions, and correspondingly generating a mapping relationship between the behavior intentions and the steps, namely, a mapping relationship between the intentions and the steps according to the user proportion values, wherein the first user quantity corresponds to a first result in the mapping relationship, the second user quantity corresponds to a second result in the mapping relationship, and the third user quantity corresponds to a third result in the mapping relationship.
On this basis, step 103 in this embodiment may be implemented by the following manner when outputting at least one target step and additional information corresponding to the target step:
Firstly, screening the target steps according to any one or combination of any multiple of a first result, a second result and a third result in corresponding additional information so as to eliminate the target steps that the first result is smaller than a first threshold value, the target steps that the second result is larger than a second threshold value and the target steps that the third result is larger than a third threshold value;
And outputting the rest target steps and the additional information corresponding to the target steps.
Or in this embodiment, step 103 may be implemented by the following manner when outputting at least one target step and additional information corresponding to the target step:
Firstly, sorting target steps according to any one or combination of any multiple of a first result, a second result and a third result in corresponding additional information; for example, the target steps are preferably ranked in order of increasing user proportion value in their first outcome, then the target steps are ranked in order of decreasing user proportion value in their second outcome for the same target step in the first outcome, then the target steps are ranked in order of increasing user proportion value in their third outcome for the same target step in the second outcome, that is to say the ranking priority of the first outcome is higher than the ranking priority of the second outcome, and the ranking priority of the second outcome is higher than the ranking priority of the third outcome.
Then, screening out the target steps of the M previous bits ordered according to the first result; m is a positive integer greater than or equal to 1; screening out target steps of the N bits ranked in front according to the second result; n is a positive integer greater than or equal to 1; simultaneously screening out target steps of sequencing the previous Q bits according to the third result; q is a positive integer greater than or equal to 1;
and finally, outputting the screened target step and the additional information of the target step.
That is, in this embodiment, some preferred steps may be screened before outputting not all target steps corresponding to the target behavior intention, and the remaining steps may be outputted in a hidden manner on the interactive interface for the target, and when the target user selects to view these hidden steps, the display may be performed.
In particular, when the preferred steps in the target steps are selected, the selection may be performed according to the execution result (any one or any combination of multiple of the first result, the second result, and the third result) in the additional information corresponding to the target steps, for example, the target steps in which the user proportion value in the first result is greater than the first threshold or the target steps in which the user proportion value is ranked in the first M bits (M is related to the first threshold) are regarded as preferred steps, the target steps in which the user proportion value in the second result is less than the second threshold or the target steps in which the user proportion value is ranked in the non-first N bits (N is related to the second threshold) are regarded as preferred steps in the target steps in which the user proportion value is the same in the first result, and the target steps in which the user proportion value is less than the third threshold or the target steps in which the user proportion value is ranked in the non-first Q bits (Q is related to the third threshold) are regarded as preferred steps in the second result.
In one implementation, after outputting the target step and the corresponding additional information in step 103, the present embodiment may further include the following steps, as shown in fig. 3:
step 104: and obtaining feedback data after the target user executes the operation corresponding to the target step.
For example, the method includes collecting behavior data of whether the target user performs positive feedback after the target user performs the operation corresponding to the target step, collecting feedback interval duration of executing the next operation after the target user performs the operation corresponding to the target step, collecting feedback data such as alarm information of the operation corresponding to the target step performed by the target user, and the like.
Step 105: and updating the set according to the feedback data after the target user executes the operation corresponding to the target step.
Specifically, in this embodiment, according to the feedback data, the execution result related to the intent in the set and the mapping relationship of the steps is updated, for example, any one or any combination of multiple of the user proportion value in the first result, the user proportion value in the second result, and the user proportion value in the third result is updated.
Referring to fig. 4, a schematic structural diagram of a data processing apparatus according to a second embodiment of the present application may be configured in an electronic device capable of performing data processing, such as a computer or a server. The device in this embodiment is mainly used for outputting the steps and the additional information related to the steps to the target user, so as to prompt the target user to decide whether to execute the steps according to the execution results corresponding to executing the steps, thereby improving the problem solving efficiency.
Specifically, the apparatus in this embodiment may include the following units:
An input receiving unit 401 for receiving input information of a target user;
An information obtaining unit 402, configured to obtain, at least according to the input information, at least one target step corresponding to the target user and additional information corresponding to the target step, where the additional information includes: executing an execution result of the operation corresponding to the target step;
the execution result is generated according to historical behavior data of at least one user, and the historical behavior data comprises feedback data after the user in the at least one user executes operation corresponding to at least one step;
an information output unit 403, configured to output the at least one target step and additional information corresponding to the target step.
As can be seen from the foregoing, in the data processing apparatus according to the second embodiment of the present application, after receiving the input information of the target user, at least one target step corresponding to the target user and additional information generated based on historical behavior data of a plurality of users corresponding to each target step are obtained according to the input information, where the additional information can characterize an execution result after executing the operation corresponding to the target step, and further after outputting the target step and the additional information, the target user can be prompted to refer to the additional information to determine whether to execute the operation corresponding to the target step. Therefore, in the embodiment, the user is prompted to refer by inputting the relevant steps and the corresponding execution results to the user, so that the user is prevented from trying each step for solving the problem many times, and the problem solving efficiency is improved by reducing the complexity of the user operation.
In one implementation, the information obtaining unit 402 obtains at least one target step corresponding to the target user and additional information corresponding to the target step according to at least the input information, including:
obtaining a target behavior intention of the target user at least according to the input information;
Acquiring at least one target step corresponding to the target behavior intention and additional information corresponding to the target step in a set comprising at least one mapping relation between the intention and the step;
the mapping relation between the intention and the step is generated according to historical behavior data of at least one user, and the historical behavior data comprises feedback data after the user in the at least one user executes operation corresponding to the at least one step.
Specifically, the information obtaining unit 402 generates the mapping relationship between the intent and the step according to the historical behavior data of at least one user, including:
Analyzing the feedback data after the user in the at least one user executes the operation corresponding to the at least one step to obtain the behavior intention of the user to which the feedback data belongs and the feedback attribute after the user to which the feedback data belongs executes the operation corresponding to the step under the behavior intention;
according to the feedback attribute of the user in the at least one user after executing the operation corresponding to the step under at least one action intention, obtaining a mapping relation between the action intention and the step, wherein the mapping relation represents an execution result after executing the operation corresponding to the step under the action intention.
Optionally, the feedback attribute includes any one or a combination of any multiple of a first attribute, a second attribute, and a third attribute;
the first attribute characterizes whether the user performs positive feedback after executing the operation corresponding to the step; the second attribute characterizes the feedback interval duration of the user after the operation corresponding to the step is executed; the third attribute characterizes whether the user has alarm information after executing the operation corresponding to the step;
Correspondingly, the mapping relation comprises: behavior intention, step and execution result after executing operation corresponding to the step under the behavior intention; the execution result comprises: any one or a combination of any plurality of the first result, the second result and the third result, wherein the first result represents a user proportion value of positive feedback after the operation corresponding to the step is executed under the action intention; the second result represents a user proportion value corresponding to at least one feedback interval duration after the operation corresponding to the step is executed under the action intention; and the third result represents a user proportion value with alarm information after the operation corresponding to the step is executed under the action intention.
Based on the above implementation, the information obtaining unit 402 obtains, according to the feedback attribute of the user of the at least one user after executing the operation corresponding to the step under at least one behavior intention, a mapping relationship between the behavior intention and the step, where the mapping relationship includes:
Processing the step with the first attribute to obtain a first user number for positive feedback after the operation corresponding to the step is executed under the action intention;
Processing the step with the second attribute to obtain a second user number corresponding to at least one feedback interval duration after the operation corresponding to the step is executed under the action intention;
Processing the step with the third attribute to obtain the third user number with alarm information after the operation corresponding to the step is executed under the action intention;
And generating a mapping relation between the behavior intention and the step based on any one or more of the first user quantity, the second user quantity and the third user quantity, wherein the first user quantity corresponds to a first result in the mapping relation, the second user quantity corresponds to a second result in the mapping relation, and the third user quantity corresponds to a third result in the mapping relation.
Based on this, in one implementation, the information output unit 403 outputs the at least one target step and additional information corresponding to the target step, including:
Screening the target steps according to any one or combination of any multiple of a first result, a second result and a third result in the corresponding additional information so as to eliminate the target steps that the first result is smaller than a first threshold value, the target steps that the second result is larger than a second threshold value and the target steps that the third result is larger than a third threshold value;
And outputting the rest target steps and the additional information corresponding to the target steps.
In another implementation, the information output unit 403 outputs the at least one target step and the additional information corresponding to the target step, including:
Sorting the target steps according to any one or combination of any multiple of a first result, a second result and a third result in the corresponding additional information respectively;
screening out target steps of the M-bit sequence in front according to the first result; m is a positive integer greater than or equal to 1;
Screening out target steps of the top N bits ordered according to the second result; n is a positive integer greater than or equal to 1;
screening out target steps of sorting the previous Q bits according to the third result; q is a positive integer greater than or equal to 1;
and outputting the screened target step and the additional information of the target step.
In one implementation, the information obtaining unit 402 is further configured to:
Obtaining feedback data after the target user executes the operation corresponding to the target step;
And updating the set according to the feedback data after the target user executes the operation corresponding to the target step.
It should be noted that, the specific implementation of each unit in this embodiment may refer to the related description in the foregoing, and will not be described in detail herein.
Referring to fig. 5, a schematic structural diagram of an electronic device according to a third embodiment of the present application may be an electronic device capable of performing data processing, such as a computer or a server. The electronic device in this embodiment is mainly configured to output the steps and additional information related to the steps to the target user, so as to prompt the target user to decide whether to execute the steps according to the execution results corresponding to executing the steps, thereby improving the efficiency of solving the problem.
Specifically, the electronic device in this embodiment may include the following structure:
a memory 501 for storing an application program and data generated by the running of the application program;
A processor 502, configured to execute the application program to implement: receiving input information of a target user; at least according to the input information, at least one target step corresponding to the target user and additional information corresponding to the target step are obtained, wherein the additional information comprises: executing an execution result of the operation corresponding to the target step; the execution result is generated according to historical behavior data of at least one user, and the historical behavior data comprises feedback data after the user in the at least one user executes operation corresponding to at least one step; and outputting the at least one target step and the additional information corresponding to the target step.
A display 503 for displaying the target steps and corresponding additional information output by the processor 502.
As can be seen from the foregoing, in the electronic device according to the third embodiment of the present application, after receiving the input information of the target user, at least one target step corresponding to the target user and additional information generated based on historical behavior data of a plurality of users corresponding to each target step are obtained according to the input information, where the additional information can represent an execution result after executing the operation corresponding to the target step, and then after outputting the target step and the additional information, the target user can be prompted to refer to the additional information to determine whether to execute the operation corresponding to the target step. Therefore, in the embodiment, the user is prompted to refer by inputting the relevant steps and the corresponding execution results to the user, so that the user is prevented from trying each step for solving the problem many times, and the problem solving efficiency is improved by reducing the complexity of the user operation.
It should be noted that, the specific implementation of the processor in this embodiment may refer to the related description, which is not described in detail herein.
Taking the electronic equipment as a mobile phone as an example, the operation steps when realizing the action intention for the user prompt in the mobile phone are illustrated:
First, for easy understanding and description, the technical features related to the technical solution of the present application are defined as follows:
1. Defining a step space = < a, U, E >, wherein a = { a1, a2, & gt, an }, each element in a corresponds to a step as an answer; u= { U1, U2, …, um }, each element corresponding to a user who obtained this step; e= { E1, E2,..ex }, each element records event data corresponding to feedback of the user and step.
2. An event e is defined as follows:
e= { a, u, value, timestamp, place, context info }, where a corresponds to a specific step, u corresponds to a specific user, value corresponds to data information of an event, where feedback information of the user is included, timestamp is a timestamp, place corresponds to spatial information (including virtual and physical space) of the event, and context info usually records some relevant key information when the event occurs, such as expression information of a person when a mouse clicks the event.
Based on the definition, the technical scheme of the application aims to solve the problems that the number of times of trying steps by a user is reduced as much as possible, and the filtering and explicit prompt labeling of the steps are realized, so that the complexity of the operation of the user is reduced, and the efficiency is improved.
The technical scheme of the application has the key points that:
1. Extracting information of an event, establishing mapping of answers and user intention scenes, and forming a mapping grid matrix < I, A and R >;
2. For specific intention and specific step, user feedback information in the event is extracted, and in particular, based on whether the user accepts, whether the user reads, the length of time the user reads, the usefulness of the answer, and whether it is common knowledge information are evaluated, so as to form an interconnection relationship, for example: r= < intent, answer, step, c1, c2, c3>, where c1 corresponds to whether the user problem is solved, c2 corresponds to whether it is common sense, and c3 presents a data risk.
3. The statistics of the interconnection R can be performed to aggregate the steps associated with the intelnt, but a score, such as a percentage equivalent, of the validity of the intention and answer steps is formed as a whole.
4. Based on the scores, the steps are ordered and the steps are given a reminding utterance, so that the user can conveniently select and try, and the steps are hidden for common knowledge or success rate lower than a certain threshold.
Therefore, in the technical scheme of the application, the user behavior and knowledge can be fused, so that the step of solving the problem can be further subjected to combing verification, the validity and the practicability of the answer are marked clearly, and further the step of trying to solve the problem by the user is reduced by providing clear arrangement and obvious indication, the change of the answer under a specific scene can be realized, the answer solving rate is improved, and further the improvement of customer service quality is promoted. Meanwhile, in the technical scheme of the application, based on double-sided fusion of user behaviors and knowledge, the recognition precision can be gradually improved along with the promotion of the system, the writing of answers can be influenced in turn, the intelligent transformation is promoted integrally, and the corresponding effectiveness and practicability are high.
In specific implementation, referring to the logic modules and the main processing flows shown in fig. 6, each module is built in a server including a storage unit and a processing unit, and main functions and workflows of each module are as follows:
and the acquisition module is used for: event information { E } formed based on the answers and user interactions, manual feedback information, and additional time-space information and user-related device information.
The intention answer grid extraction module: according to the event information acquired by the acquisition module, combining answer information in the knowledge base, establishing a grid matrix between intentions (thinned to specific slots such as product models) and answers (thinned to steps), and setting the relation between the intentions (thinned to specific slots) and the answers (thinned to steps) to be empty.
Answer evaluation association module: according to the collected event information, for the information fed back by the user, learning an interconnection relationship, such as r= < intent, answer. Step, c1, c2, c3>, converting all intentions and steps into calculations of c1, c2, c3, wherein c1 can be defaulted to true according to the behavior of the user or can be judged according to other machine learning methods without refusal; for c2, it can be ascertained from the user access time and can be determined again from the timing; and extracting the answer according to the warning information in the answer for c 3.
And a final answer organization module: according to the association, the steps are ordered according to the effectiveness according to the specific slot positions (controls needing to be operated or boxes needing to be input, and the like), success rate and success number are displayed beside the steps, the user can conveniently read and assist to remind the user to try, and other effectiveness is lower than a certain threshold value or parts belonging to common sense are subjected to hiding treatment, so that the user can actively call out the steps.
Self-learning optimization module: according to the behavior accumulation of the user, the adjustment of the module algorithm parameters is realized, the system is gradually optimized, and the practicability and the convenience of expanding application of similar answers are improved.
Based on the above logic modules, the following details of the technical scheme of the present application are illustrated:
1) Assuming an acquisition module, the following information is acquired:
U= { U1, U2,..um }, each of which corresponds to one user;
a= { a1, a2, …, an }, each of which corresponds to one step (answer), and each of the complex steps corresponds to a plurality of steps, such as:
the Message is intended to correspond to the following steps:
Reboot the phone；
Check for software updates；
Clear cache and data；
Contact your carrier；
reset the phone, etc.
2) The intention answer grid extraction module forms a grid matrix according to knowledge and intention and the steps, and the form can be as shown in table 1:
TABLE 1 grid matrix
3) Answer evaluation association module: the relationship between intent and steps is established based on the user's behavior, which can be ascertained using rules or machine learning to form an interconnected relationship, as shown in FIG. 7.
For example, after a step is performed, the user may click on a control representing a solution to the problem, so that an explicit solution determination may be made, which may also be useful if the user does not reject, but which may also be useful if the user browses quickly or skips quickly; in addition, the common sense can be used for counting the drop rate of the number of the clicks to be judged and determined along with the time lapse; and directly extracting judgment from the Warning of the answer step if the data recovery risk exists. Finally, an interconnection relationship (mapping relationship) such as r= < intent, answer step, c1, c2, c3> is formed.
4) The final answer organization module superimposes the above relation information extracted by each user on the above grid, and forms a vector containing three values (c 1, c2, c 3) for each table, wherein the values are superimposed amounts/total user amounts, and the following formula (1) -formula (3):
The above calculations may be done some time before the present, e.g. several months, without requiring more remote historical calculations to improve efficiency.
Then, the corresponding step sequence is in a mode of c1 reverse sequence and c2 and c3 reverse sequence, a threshold value theta is set, and hiding processing is carried out on c1< theta; concealment is also done for c2 exceeding a certain threshold, indicating Warning for the case where c3 is present, as shown in table 2.
TABLE 2 ordering
The corresponding steps and associated additional information are shown in fig. 8, where after clicking "more" other steps and additional information may be hidden and also shown.
5) With the participation of the user, the corresponding associated data is subjected to one-step correction, so that dynamic adjustment and updating can be realized, and in addition, the possibility that the step exists across answers is considered, so that the technical scheme of the application can be convenient for the adaptive popularization and application of new answers.
In the present specification, each embodiment is described in a progressive manner, and each embodiment is mainly described in a different point from other embodiments, and identical and similar parts between the embodiments are all enough to refer to each other. For the device disclosed in the embodiment, since it corresponds to the method disclosed in the embodiment, the description is relatively simple, and the relevant points refer to the description of the method section.
Those of skill would further appreciate that the various illustrative elements and algorithm steps described in connection with the embodiments disclosed herein may be implemented as electronic hardware, computer software, or combinations of both, and that the various illustrative elements and steps are described above generally in terms of functionality in order to clearly illustrate the interchangeability of hardware and software. Whether such functionality is implemented as hardware or software depends upon the particular application and design constraints imposed on the solution. Skilled artisans may implement the described functionality in varying ways for each particular application, but such implementation decisions should not be interpreted as causing a departure from the scope of the present application.
The steps of a method or algorithm described in connection with the embodiments disclosed herein may be embodied directly in hardware, in a software module executed by a processor, or in a combination of the two. The software modules may be disposed in Random Access Memory (RAM), memory, read Only Memory (ROM), electrically programmable ROM, electrically erasable programmable ROM, registers, hard disk, a removable disk, a CD-ROM, or any other form of storage medium known in the art.
The previous description of the disclosed embodiments is provided to enable any person skilled in the art to make or use the present application. Various modifications to these embodiments will be readily apparent to those skilled in the art, and the generic principles defined herein may be applied to other embodiments without departing from the spirit or scope of the application. Thus, the present application is not intended to be limited to the embodiments shown herein but is to be accorded the widest scope consistent with the principles and novel features disclosed herein.
Claims (9)
1. A data processing method, comprising:
Receiving input information of a target user;
At least according to the input information, at least one target step corresponding to the target user and additional information corresponding to the target step are obtained, wherein the additional information comprises: executing an execution result of the operation corresponding to the target step, wherein the execution result at least represents whether the operation corresponding to the target step is successful or success probability or the number of corresponding execution users;
the execution result is generated according to historical behavior data of at least one user, and the historical behavior data comprises feedback data after the user in the at least one user executes operation corresponding to at least one step;
outputting the at least one target step and the additional information corresponding to the target step, and prompting a target user to decide whether to execute the operation corresponding to the target step by referring to the additional information;
At least according to the input information, obtaining at least one target step corresponding to the target user and additional information corresponding to the target step, including:
obtaining a target behavior intention of the target user at least according to the input information;
Acquiring at least one target step corresponding to the target behavior intention and additional information corresponding to the target step in a set comprising at least one mapping relation between the intention and the step;
the mapping relation between the intention and the step is generated according to historical behavior data of at least one user, and the historical behavior data comprises feedback data after the user in the at least one user executes operation corresponding to the at least one step.
2. The method of claim 1, generating a mapping of the intent to steps from historical behavioral data of at least one user, comprising:
Analyzing the feedback data after the user in the at least one user executes the operation corresponding to the at least one step to obtain the behavior intention of the user to which the feedback data belongs and the feedback attribute after the user to which the feedback data belongs executes the operation corresponding to the step under the behavior intention;
according to the feedback attribute of the user in the at least one user after executing the operation corresponding to the step under at least one action intention, obtaining a mapping relation between the action intention and the step, wherein the mapping relation represents an execution result after executing the operation corresponding to the step under the action intention.
3. The method of claim 2, the feedback attribute comprising any one or a combination of any plurality of a first attribute, a second attribute, and a third attribute;
the first attribute characterizes whether the user performs positive feedback after executing the operation corresponding to the step; the second attribute characterizes the feedback interval duration of the user after the operation corresponding to the step is executed; the third attribute characterizes whether the user has alarm information after executing the operation corresponding to the step;
Correspondingly, the mapping relation comprises: behavior intention, step and execution result after executing operation corresponding to the step under the behavior intention; the execution result comprises: any one or a combination of any plurality of the first result, the second result and the third result, wherein the first result represents a user proportion value of positive feedback after the operation corresponding to the step is executed under the action intention; the second result represents a user proportion value corresponding to at least one feedback interval duration after the operation corresponding to the step is executed under the action intention; and the third result represents a user proportion value with alarm information after the operation corresponding to the step is executed under the action intention.
4. The method according to claim 3, according to feedback attributes of users of the at least one user after performing operations corresponding to the steps under at least one of the behavioral intents, obtaining a mapping relationship between the behavioral intents and the steps, including:
Processing the step with the first attribute to obtain a first user number for positive feedback after the operation corresponding to the step is executed under the action intention;
Processing the step with the second attribute to obtain a second user number corresponding to at least one feedback interval duration after the operation corresponding to the step is executed under the action intention;
Processing the step with the third attribute to obtain the third user number with alarm information after the operation corresponding to the step is executed under the action intention;
And generating a mapping relation between the behavior intention and the step based on any one or more of the first user quantity, the second user quantity and the third user quantity, wherein the first user quantity corresponds to a first result in the mapping relation, the second user quantity corresponds to a second result in the mapping relation, and the third user quantity corresponds to a third result in the mapping relation.
5. The method of claim 4, outputting the at least one target step and additional information corresponding to the target step, comprising:
Screening the target steps according to any one or combination of any multiple of a first result, a second result and a third result in the corresponding additional information so as to eliminate the target steps that the first result is smaller than a first threshold value, the target steps that the second result is larger than a second threshold value and the target steps that the third result is larger than a third threshold value;
And outputting the rest target steps and the additional information corresponding to the target steps.
6. The method of claim 4, outputting the at least one target step and additional information corresponding to the target step, comprising:
Sorting the target steps according to any one or combination of any multiple of a first result, a second result and a third result in the corresponding additional information respectively;
screening out target steps of the M-bit sequence in front according to the first result; m is a positive integer greater than or equal to 1;
Screening out target steps of the top N bits ordered according to the second result; n is a positive integer greater than or equal to 1;
screening out target steps of sorting the previous Q bits according to the third result; q is a positive integer greater than or equal to 1;
and outputting the screened target step and the additional information of the target step.
7. The method of claim 1, further comprising:
Obtaining feedback data after the target user executes the operation corresponding to the target step;
And updating the set according to the feedback data after the target user executes the operation corresponding to the target step.
8. A data processing apparatus comprising:
an input receiving unit for receiving input information of a target user;
An information obtaining unit, configured to obtain, at least according to the input information, at least one target step corresponding to the target user and additional information corresponding to the target step, where the additional information includes: executing an execution result of the operation corresponding to the target step, wherein the execution result at least represents whether the operation corresponding to the target step is successful or success probability or the number of corresponding execution users;
the execution result is generated according to historical behavior data of at least one user, and the historical behavior data comprises feedback data after the user in the at least one user executes operation corresponding to at least one step;
the information output unit is used for outputting the at least one target step and the additional information corresponding to the target step, prompting a target user to refer to the additional information to determine whether to execute the operation corresponding to the target step;
The information obtaining unit is specifically configured to:
obtaining a target behavior intention of the target user at least according to the input information;
Acquiring at least one target step corresponding to the target behavior intention and additional information corresponding to the target step in a set comprising at least one mapping relation between the intention and the step;
the mapping relation between the intention and the step is generated according to historical behavior data of at least one user, and the historical behavior data comprises feedback data after the user in the at least one user executes operation corresponding to the at least one step.
9. An electronic device, comprising:
The memory is used for storing the application program and data generated by the running of the application program;
A processor for executing the application program to realize: receiving input information of a target user; at least according to the input information, at least one target step corresponding to the target user and additional information corresponding to the target step are obtained, wherein the additional information comprises: executing an execution result of the operation corresponding to the target step, wherein the execution result at least represents whether the operation corresponding to the target step is successful or success probability or the number of corresponding execution users; the execution result is generated according to historical behavior data of at least one user, and the historical behavior data comprises feedback data after the user in the at least one user executes operation corresponding to at least one step; outputting the at least one target step and the additional information corresponding to the target step, and prompting a target user to decide whether to execute the operation corresponding to the target step by referring to the additional information;
The processor obtains at least one target step corresponding to the target user and additional information corresponding to the target step at least according to the input information, and the method comprises the following steps:
The processor obtains the target behavior intention of the target user at least according to the input information; acquiring at least one target step corresponding to the target behavior intention and additional information corresponding to the target step in a set comprising at least one mapping relation between the intention and the step; the mapping relation between the intention and the step is generated according to historical behavior data of at least one user, and the historical behavior data comprises feedback data after the user in the at least one user executes operation corresponding to the at least one step.
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