CN111400474B

CN111400474B - Intelligent customer service question and answer method and device for government affair service

Info

Publication number: CN111400474B
Application number: CN202010202639.3A
Authority: CN
Inventors: 韩时通
Original assignee: Tencent Cloud Computing Beijing Co Ltd
Current assignee: Tencent Cloud Computing Beijing Co Ltd
Priority date: 2020-03-20
Filing date: 2020-03-20
Publication date: 2023-02-03
Anticipated expiration: 2040-03-20
Also published as: CN111400474A

Abstract

The invention provides an intelligent customer service question and answer method and device for government affair service; the method comprises the following steps: presenting a government service customer service session interface for providing a government service question and answer service; receiving a government affair consultation message input based on a government affair customer service conversation interface, wherein the government affair consultation message comprises government affair consultation matters; presenting a target number of zoning options based on the government affair consultation message, wherein the target number of zoning options are obtained by screening a plurality of zoning options through analyzing historical behavior data of a target user; in response to a click operation on a target one of the target number of zone options, presenting at least one candidate consultation associated with the government consultation; in response to the clicking operation aiming at the target consultation item in the candidate consultation items, retrieving the content for replying the government consultation message from the government service knowledge base; and presenting the retrieved content through a government service customer service session interface. By the invention, the number of conversation turns of the user can be reduced.

Description

Intelligent customer service question and answer method and device for government affair service

Technical Field

The invention relates to the technical field of artificial intelligence, in particular to an intelligent customer service question answering method and device for government affair service.

Background

At present, the work in the government affair field depends on manual work, the workload is large, the repeatability is high, and along with the development of an artificial intelligence technology, the intelligent question answering is widely applied to an intelligent customer service question answering system of government affair service. When a user consults government affairs through an intelligent customer service question-answering system in the related technology, consultation results can be obtained through multiple rounds of conversations.

For example, when a user consults an intelligent customer service about a residence permit transaction item in a government affairs service network, the intelligent customer service needs to select province-city-district-street and then give out detailed information such as materials, transaction windows, addresses, office time and the like required by the residence permit transaction in the corresponding street, and the process needs to be repeated for multiple sessions to obtain corresponding consultation results, so that the process is complicated and inefficient, and poor experience is brought to the user.

Disclosure of Invention

The embodiment of the invention provides an intelligent customer service question and answer method and device for government affair service, which can reduce the number of session turns of users and improve the consultation efficiency.

The embodiment of the invention provides an intelligent customer service question and answer method for government affair service, which comprises the following steps:

presenting a government service customer service session interface for providing a government service question and answer service;

receiving a government affair consultation message input based on the government affair customer service session interface, wherein the government affair consultation message comprises government affair consultation matters;

presenting a target number of zoning options based on the government affair consultation message, wherein the target number of zoning options are obtained by screening from a plurality of zoning options through analyzing historical behavior data of a target user;

in response to a click operation on a target one of the target number of zone options, presenting at least one candidate consultation associated with the government consultation;

in response to a click operation on a target consultation item in the candidate consultation items, retrieving content for replying the government consultation message from a government service knowledge base;

and presenting the retrieved content through the government service customer service session interface.

The embodiment of the invention provides an intelligent customer service question answering device for government affair service, which comprises:

the first presentation module is used for presenting a government affair customer service session interface for providing government affair question and answer service;

the receiving module is used for receiving a government affair consultation message input based on the government affair customer service conversation interface, and the government affair consultation message comprises government affair consultation items;

the second presentation module is used for presenting the target number of the zoning options based on the government affair consultation message, wherein the target number of the zoning options are obtained by screening a plurality of zoning options through analyzing historical behavior data of a target user;

a third presentation module for presenting at least one candidate consulting item associated with the government consulting item belonging to the target zone option in response to a click operation on a target zone option of the target number of zone options;

a retrieval module, configured to retrieve, from a government service knowledge base, content for replying to the government consultation message in response to a click operation on a target consultation of the candidate consultation items;

and the fourth presentation module is used for presenting the retrieved content through the government service customer service session interface.

In the above scheme, the first presentation module is further configured to determine, in response to a click operation for the smart customer service, a current zone of the target user;

presenting a government service customer session interface containing a zone switching key;

and in response to the click operation of the zone switching key, switching the government affair customer service session interface to the government affair customer service session interface corresponding to the zone where the target user is currently located so as to provide the government affair question-answering service corresponding to the zone where the target user is currently located.

In the above scheme, the device further comprises an extraction module,

the extracting module is configured to obtain historical behavior data of the target user, where the historical behavior data includes at least one of: historical consultation times and historical consultation time corresponding to government affair consultation matters of each division;

based on the historical consultation times and the historical consultation time, giving different weight values to each region;

sorting the compartments according to the weight values to obtain corresponding compartment sequences;

and extracting the zone options of the target number from the zone sequence.

In the above solution, the extracting module is further configured to obtain historical behavior data of the target user, where the historical behavior data includes at least one of: the living address of the target user, the handling time corresponding to the historical handling items of the target user and the historical consultation times of the government affair consultation items of each division corresponding to the target user;

sequencing all the partitions based on the residence places of the target users, the handling time and the priorities of the historical consultation times to obtain corresponding partition sequences;

and extracting the zone options of the target number from the zone sequence.

In the above solution, the third presenting module is further configured to present, in response to a click operation on a target zone option in the target number of zone options, a plurality of sub-zone options belonging to the target zone option;

presenting at least one candidate consulting item associated with the government consulting item belonging to the target compartment option in response to a click operation on a target one of the plurality of sub-compartment options.

In the above scheme, the retrieval module is further configured to determine a knowledge tree to which a target node corresponding to the target zoning option belongs, where government affair consultation items corresponding to child nodes in the knowledge tree inherit government affair consultation items corresponding to a parent node;

acquiring response information associated with the target consultation item corresponding to the target node based on the knowledge tree;

and using the response information as the content for replying the government affair consultation message.

In the above scheme, the apparatus further comprises a storage module,

the storage module is used for acquiring cookie data stored in the target user terminal;

when the cookie data contains the user identification of the target user, storing behavior data of the target user based on the user identification, wherein the behavior data comprises the target consultation item belonging to the target compartment option.

In the above solution, the storage module is further configured to assign a visitor identifier to the target user when the cookie data does not contain the user identifier of the target user;

storing behavior data of the target user based on the guest identification, the behavior data including the target consulting item attributed to the target compartment option.

In the above scheme, the device further comprises an establishing module,

the establishing module is used for acquiring login information of a target user, wherein the login information carries a user identifier of the target user;

and establishing an association relation between the visitor identification and the user identification based on the equipment identification of the target user terminal.

An embodiment of the present invention provides an electronic device, including:

a memory for storing executable instructions;

and the processor is used for realizing the intelligent customer service question and answer method for government affair service provided by the embodiment of the invention when the executable instructions stored in the memory are executed.

The embodiment of the invention provides a storage medium, which stores executable instructions and is used for causing a processor to execute the method for intelligently answering the customer service question for realizing the government affair service provided by the embodiment of the invention.

The embodiment of the invention has the following beneficial effects:

based on received government affair consulting information which is input through a government affair service session interface and contains government affair consulting matters, presenting a target number of division options which are obtained by screening a plurality of division options through analyzing historical behavior data of a target user, presenting candidate consulting matters relevant to the government affair consulting matters when the user clicks the target division option in the target number of division options, responding to clicking operation aiming at the target consulting matters in the candidate consulting matters, retrieving contents for replying the government affair consulting information from a government affair service knowledge base, and presenting the retrieved contents through the government affair service session interface; therefore, through the analysis of the historical data of the target user, the division options with the most possible target number of the items consulted by the target user are obtained through screening from the multiple division options and are presented, when the target user clicks the target division option in the screened division options, the consultation items corresponding to the target division option are directly jumped to, the obtained consultation results are retrieved and presented, the number of conversation rounds is reduced, and the consultation efficiency is improved.

Drawings

Fig. 1 is a schematic diagram of an alternative architecture of an intelligent customer service question-answering system for government services according to an embodiment of the present invention;

fig. 2 is an alternative structural schematic diagram of an electronic device according to an embodiment of the present invention;

FIG. 3 is an alternative flow chart of an intelligent customer service question and answer method for government services according to an embodiment of the present invention;

4A-4C are schematic diagrams of an intelligent customer service consultation interface according to an embodiment of the present invention;

FIGS. 5A-5B are schematic diagrams of an intelligent customer service advisory interface provided in accordance with an embodiment of the present invention;

FIG. 6 is a schematic diagram of an interface for a universal catalog add-on query method according to an embodiment of the present invention;

FIG. 7 is a schematic diagram of a management interface for knowledge data provided by an embodiment of the invention;

FIG. 8 is a schematic diagram of an intelligent customer service advisory interface provided in accordance with an embodiment of the present invention;

FIG. 9 is an alternative flow diagram of an intelligent customer service question and answer method for government services in accordance with the present invention;

FIG. 10 is a schematic diagram illustrating a consultation process of intelligent customer service according to an embodiment of the present invention;

fig. 11 is an alternative structural diagram of an intelligent customer service consultation processing device 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 further described in detail with reference to the accompanying drawings, the described embodiments should not be construed as limiting the present invention, and all other embodiments obtained by a person of ordinary skill in the art without creative efforts shall fall within the protection scope of the present invention.

In the following description, reference is made to "some embodiments" which describe a subset of all possible embodiments, but it is understood that "some embodiments" may be the same subset or different subsets of all possible embodiments, and may be combined with each other without conflict.

In the following description, references to the terms "first \ second \ third \ fourth" merely distinguish similar objects and do not denote a particular ordering with respect to the objects, and it is understood that "first \ second \ third \ fourth" may be interchanged under appropriate circumstances in a particular order or sequence so that embodiments of the present invention described herein may be practiced in other than that shown or described herein.

Unless defined otherwise, all technical and scientific terms used herein have the same meaning as commonly understood by one of ordinary skill in the art to which this invention belongs. The terminology used herein is for the purpose of describing embodiments of the invention only and is not intended to be limiting of the invention.

Before further detailed description of the embodiments of the present invention, terms and expressions mentioned in the embodiments of the present invention are explained, and the terms and expressions mentioned in the embodiments of the present invention are applied to the following explanations.

1) Administrative division code: also called administrative code, which is an identifier of the national administrative authority, generally implements two national standards: the administrative division code consists of 9 Arabic numerals and is equivalent to the identity number of an organ unit in China's republic of people's republic of China's administrative division code (GB/T2260-2007) and ' administrative division code establishment rules under county ' (GB/T10114-2003).

2) Unifying social credit codes: similar to personal identification cards, the identity card number is a nationwide uniform 'identity card number' of legal people and other organizations, and is an important part of business system innovation. The unified social credit code is represented by 18 digits of Arabic numerals or capital English letters, and is a 1 digit registration management department code, a 1 digit mechanism category code, a 6 digit registration management organization administrative division code, a 9 digit main body identification code and a 1 digit check code.

3) Item catalog: the basis of the work development of government departments is compiled by the country, then is issued to provinces step by step, and is refined or newly added by the provinces according to the situation and then is issued to cities, counties, streets and the like. The event directory is a tree structure, the non-leaf nodes are general directories, and the leaf nodes are events, which are also called implementation lists or transaction guides.

4) Item directory system: and realizing the application of item catalog preparation.

5) Administrative division: the short term of administrative division is the division of areas that countries perform for hierarchical management. Plaintext prescription of the constitution of the people's republic of China:

dividing the whole country into province, autonomous region and direct municipality;

(II) the provinces and the governments are divided into autonomous states, counties and cities;

the counties and the autonomous counties are divided into villages, national villages and towns. The direct prefecture city and the larger city are divided into districts and counties. The autonomous states are divided into county, autonomous county and city. The autonomous region and the autonomous county are national autonomous places. The state sets up special administrative districts when necessary, and the administrative districts form a tree structure.

6) In response to the condition or state on which the performed operation depends, one or more of the performed operations may be in real-time or may have a set delay when the dependent condition or state is satisfied; there is no restriction on the order of execution of the operations performed unless otherwise specified.

Referring to fig. 1, fig. 1 is an alternative architecture diagram of an intelligent customer service question-answering system 100 for government affair services according to an embodiment of the present invention, in order to support an exemplary application, a user terminal 400 (exemplarily showing a terminal 400-1 and a terminal 400-2) is connected to an intelligent customer service background 200 through a network 300, wherein a user may enter a government affair service network through the terminal to consult a government affair event for the intelligent customer service, or a government affair service client is installed on the terminal, the user opens the government affair service client to consult the government affair event for the intelligent customer service, and the network 300 may be a wide area network or a local area network, or a combination of the two networks, and data transmission is implemented using a wireless link.

As shown in fig. 1, a user enters a government affair service network through a user terminal 400-1, selects an intelligent customer service to consult government affairs, a front end of the intelligent customer service presents a government affair service session interface for providing a government affair question-answering service, generates a government affair consultation request carrying the government affair consultation message when receiving the government affair consultation message input based on the government affair service session interface, and sends the government affair consultation request to a back end of the intelligent customer service 200, the back end of the intelligent customer service 200 screens a target number of zone options from a plurality of zone options by analyzing historical behavior data of the target user based on the government affair consultation request, and sends the obtained target number of zone options to the front end of the intelligent customer service, and the front end of the intelligent customer service presents the target number of zone options.

When the target user clicks the target zone options in the presented target number of zone options, the intelligent customer service front end responds to the clicking operation to generate a corresponding candidate consultation item request and sends the candidate consultation item request to the intelligent customer service background 200, the intelligent customer service background 200 determines at least one candidate consultation item which belongs to the target zone options and is associated with the government affair consultation item based on the received candidate consultation item request, and returns the determined candidate consultation item to the intelligent customer service front end, and the intelligent customer service front end presents the received candidate consultation item.

When a target user clicks a target consultation item in the candidate consultation items, the intelligent customer service front end responds to the clicking operation to generate a corresponding retrieval request and sends the generated retrieval request to the intelligent customer service background 200, the intelligent customer service background 200 retrieves the content for replying the government service consultation message from the government service knowledge base based on the retrieval request and returns the retrieved content to the intelligent customer service front end, and the intelligent customer service front end presents the retrieved content through a government service conversation interface.

Referring to fig. 2, fig. 2 is a schematic diagram of an optional structure of an electronic device 500 according to an embodiment of the present invention, taking a user terminal 400 implemented as an intelligent customer service as an example, the electronic device 500 shown in fig. 2 includes: at least one processor 510, memory 550, at least one network interface 520, and a user interface 530. The various components in the electronic device 500 are coupled together by a bus system 540. It will be appreciated that the bus system 550 is used to enable communications among the components for connection. The bus system 540 includes a power bus, a control bus, and a status signal bus in addition to a data bus. For clarity of illustration, however, the various buses are labeled as bus system 540 in fig. 2.

The Processor 510 may be an integrated circuit chip having Signal processing capabilities, such as a general purpose Processor, a Digital Signal Processor (DSP), or other programmable logic device, discrete gate or transistor logic device, discrete hardware components, or the like, wherein the general purpose Processor may be a microprocessor or any conventional Processor, or the like.

The user interface 530 includes one or more output devices 531 that enable presentation of media content, including one or more speakers and/or one or more visual display screens. The user interface 530 also includes one or more input devices 532 including user interface components to facilitate user input, such as a keyboard, mouse, microphone, touch screen display screen, camera, other input buttons and controls.

The memory 550 may be removable, non-removable, or a combination thereof. Exemplary hardware devices include solid state memory, hard disk drives, optical disk drives, and the like. Memory 550 optionally includes one or more storage devices physically located remote from processor 510.

The memory 550 may comprise volatile memory or nonvolatile memory, and may also comprise both volatile and nonvolatile memory. The nonvolatile memory may be a Read Only Memory (ROM), and the volatile memory may be a Random Access Memory (RAM). The memory 550 described in connection with the embodiments of the invention is intended to comprise any suitable type of memory.

In some embodiments, memory 550 can store data to support various operations, examples of which include programs, modules, and data structures, or subsets or supersets thereof, as exemplified below.

An operating system 551 including system programs for processing various basic system services and performing hardware-related tasks, such as a framework layer, a core library layer, a driver layer, etc., for implementing various basic services and processing hardware-based tasks;

a network communication module 552 for communicating to other computing devices via one or more (wired or wireless) network interfaces 520, exemplary network interfaces 520 including: bluetooth, wireless compatibility authentication (WiFi), and Universal Serial Bus (USB), etc.;

a presentation module 553 for enabling presentation of information (e.g., a user interface for operating peripherals and displaying content and information) via one or more output devices 531 (e.g., a display screen, speakers, etc.) associated with the user interface 530;

an input processing module 554 to detect one or more user inputs or interactions from one of the one or more input devices 532 and to translate the detected inputs or interactions.

In some embodiments, the intelligent customer service request answering device for government services provided by the embodiments of the present invention can be implemented in software, and fig. 2 shows the intelligent customer service request answering device 555 for government services stored in the memory 550, which can be software in the form of programs and plug-ins, and includes the following software modules: the first rendering module 5551, the receiving module 5552, the second rendering module 5553, the third rendering module 5554, the retrieving module 5555 and the fourth rendering module 5556, which are logical, may be arbitrarily combined or further split depending on the implemented functionality. The functions of the respective modules will be explained below.

In other embodiments, the intelligent customer service request-answering Device for the government service provided by the embodiment of the present invention may be implemented in hardware, and as an example, the intelligent customer service request-answering Device for the government service provided by the embodiment of the present invention may be a processor in the form of a hardware decoding processor, which is programmed to execute the intelligent customer service request-answering method for the government service provided by the embodiment of the present invention, for example, the processor in the form of the hardware decoding processor may be implemented by one or more Application Specific Integrated Circuits (ASICs), DSPs, programmable Logic Devices (PLDs), complex Programmable Logic Devices (CPLDs), field Programmable Gate Arrays (FPGAs), or other electronic elements.

The following describes an intelligent customer service question and answer method for government services provided by the embodiment of the present invention, with reference to an exemplary application of the intelligent customer service question and answer method for government services provided by the embodiment of the present invention, when the method is implemented as an intelligent customer service front end.

Referring to fig. 3, fig. 3 is an alternative flow chart of the intelligent customer service question-answering method for government affairs service according to the embodiment of the present invention, which will be described with reference to the steps shown in fig. 3.

Step 301: the intelligent customer service front end presents a government service customer service session interface for providing government service question and answer services.

In practical application, a user can enter a government affair service network through a browser on a terminal to consult government affairs for intelligent customer service, or a government affair service client is installed on the terminal, and the user opens the government affair service client to enter the government affair service network to consult the government affairs for intelligent customer service.

In some embodiments, when a user clicks on an intelligent customer service on the government services network, the intelligent customer service front-end may present a government services customer service session interface for providing a government questions and answers service by:

responding to click operation aiming at the intelligent customer service, and determining the current zone of the target user; presenting a government service customer session interface containing a zone switching key; and switching the government affair customer conversation interface to the government affair customer conversation interface corresponding to the current compartment of the target user in response to clicking operation on the compartment switching key so as to provide government affair question-answering service corresponding to the current compartment of the target user.

In practical implementation, the smart customer service front-end generates a positioning request for requesting to acquire an IP address of a target user in response to a click operation on the smart customer service, and sends the positioning request to the smart customer service back-end, the smart customer service back-end determines and returns a partition where the target user is currently located to the smart customer service front-end based on the received positioning request, the smart customer service front-end presents a government service customer service session interface including a partition switching key, and when the target user clicks the switching key, the current session interface can be switched to the government service customer service session interface corresponding to the partition where the target user is located.

For example, referring to fig. 4A, fig. 4A is a schematic diagram of an intelligent customer service consultation interface provided by an embodiment of the present invention, as shown in fig. 4A, when a target user logs in a guangdong government service network and selects an intelligent customer service consultation government event, a display interface at the front end of the intelligent customer service presents that a zone where the target user is currently located is shenzhen city, and presents a "click on a switch button here", and when the target user clicks on the "click on the switch button here", a government service conversation interface in shenzhen city can be switched from a current conversation interface; therefore, the selection of the target user to the region of Shenzhen city is avoided, and the conversation times are reduced.

In some embodiments, when the user clicks on the intelligent customer service on the government service network, the intelligent customer service front-end determines the current compartment of the target user in response to the click operation for the intelligent customer service, and presents a government service conversation interface of the current compartment of the target user to provide the government service question-answering service corresponding to the current compartment of the target user. Therefore, the intelligent customer service front end directly presents the government affair conversation interface corresponding to the partition where the target user is located, selection of the target user for the partition is avoided, and conversation times are reduced.

Step 302: and receiving a government affair consultation message input based on the government affair customer service session interface, wherein the government affair consultation message comprises government affair consultation matters.

In practical implementation, when a target user inputs government affair consultation information in a government affair customer service conversation interface, the intelligent customer service front end extracts keywords from the received government affair consultation information, matches the extracted keywords with standard consultation items stored by the intelligent customer service client to determine the real intention of the target user, namely, obtains a plurality of standard consultation items associated with the real consultation items of the target user, and provides the standard consultation items for the target user to select.

For example, referring to fig. 4B, fig. 4B is a schematic diagram of an intelligent customer service consultation interface provided in an embodiment of the present invention, as shown in fig. 4B, when a target user inputs "public accumulation fund extraction 8230", which is a government consultation message, on a government conversation interface, a page of an intelligent customer service front end correspondingly presents a plurality of standard consultation items associated with the public accumulation fund, such as housing public accumulation fund extraction account binding, public accumulation fund extraction, housing public accumulation fund extraction approval, and the like. It can be understood that, for the standard consultation item, the corresponding response information is stored in the intelligent customer service front end or the intelligent customer service background, and the target user can click the presented standard consultation item to obtain the corresponding response information; therefore, convenience is provided for the user, too many irrelevant consultation items can be avoided being input, and unnecessary conversation turns are reduced.

Step 303: based on the government advisory message, a target number of compartment options are presented.

The target number of zone options are obtained by screening from a plurality of zone options through analysis of historical behavior data of the target user.

In some embodiments, the smart customer service front-end may obtain the target number of zone options by:

obtaining historical behavior data of a target user, wherein the historical behavior data comprises at least one of the following data: historical consultation times and historical consultation time corresponding to government affair consultation matters of each division; based on the historical consultation times and the historical consultation time of the target user, different weighted values are given to each region; sorting the partitions according to the weight values to obtain corresponding partition sequences; and extracting the zone options of the target number from the zone sequence.

Here, in practical applications, when the real user information of the user cannot be obtained, the section where the events (consultation events, such as a guide) that the user frequently visits in the past are recorded, and the following behavior information is formed through analysis and statistics: one is the region where the user has accessed the most times within the historical access duration (e.g., within a half year, or within a year); the other is a zone that the user has visited most recently (for example, within the last month), and it is considered that the user may have recently prepared to move, and the number of times of zones where the last visited matters are located is not large, but important. Therefore, one weight is assigned to the most frequently visited region and the most recently visited region in the history access time period, and for example, the most frequently visited region may be assigned a weight value of 0.6, and the most recently visited region may be assigned a weight value of 0.4.

For example, referring to fig. 4C, fig. 4C is a schematic diagram of an intelligent customer service consultation interface according to an embodiment of the present invention, as shown in fig. 4C, it is analyzed according to historical behavior data of a target user, and the sections visited by the target user in the past are sequentially: guangzhou, shaoguan and Shenzhen, the most recently visited regions by the target user are: and correspondingly, arranging the Guangzhou, shaosheng, shenzhen and other regions in front of the region sequence, sequentially ordering the regions such as the Zhuhai, the Shantou and the like immediately after the regions to obtain a region sequence, and extracting a certain number of region options from the region sequence.

It should be noted that such a partition is transitive upwards, that is, if the user visits the slate street in the sky river area the most frequently within the historical visit duration, the superior partition visits the sky river area the most frequently, and similarly, the guangzhou city visits the most frequently. When the user is in consultation items and the intelligent customer service outputs result sequencing, the zones related to the consultation items can be sequentially sequenced according to the maximum historical visit times, the latest frequent visit times and the historical visit times of the user, so that the user can select the zone which the user wants to transact or consult in the first screen as much as possible.

In some embodiments, the smart customer service front end may also derive a target number of zone options by:

obtaining historical behavior data of a target user, wherein the historical behavior data comprises at least one of the following data: the living address of the target user, the handling time corresponding to the historical handling items of the target user and the historical consultation times of the government affair consultation items of each division corresponding to the target user; sequencing all the partitions based on the priorities of the residence area, the handling time and the historical consultation times of the target user to obtain a corresponding partition sequence; and extracting the zone options of the target number from the zone sequence.

In actual implementation, the intelligent customer service can obtain the division where the target user has recently transacted the event from the online office repository based on the user identifier of the target user, and also can obtain the living address or office address of the target user through the personal legal repository, and the like, and the division where the living address is located accounts for a larger proportion when the living address of the target user can be obtained; when the living address of the target user cannot be acquired, different weight values need to be sequentially allocated according to the partition in which the user transacts the item recently and according to the partition in which the item recently accessed by the user is located. For example, when the user is consulting a transaction, the sections related to the transaction may be sorted according to the section where the living address of the user is located, the section where the transaction is recently located, the section with the largest number of visits in the history duration, and the section visited most frequently recently on the smart service front-end page to obtain a section sequence, and a certain number of section options are extracted from the section sequence and presented for the target user to select.

Step 304: in response to a click operation on a target one of the target number of zone options, at least one candidate advisory item associated with the government advisory item that is attributed to the target zone option is presented.

In some embodiments, the smart customer service front-end may present at least one candidate advisory item associated with a government advisory item as belonging to the target compartment option by:

in response to a click operation on a target zone option in the target number of zone options, presenting a plurality of sub-zone options belonging to the target zone option; in response to a click operation on a target one of the plurality of sub-zone options, at least one candidate advisory item associated with the government advisory item that is attributable to the target zone option is presented.

Here, in practical applications, a next-level zone of the zones may be involved, multiple sessions are required to obtain related consultation items, and in practical implementation, when the target user clicks a target zone option in the target number of zone options, multiple sub-zone options belonging to the target zone option are presented, for example, for a consultation item of residence permit, when the target zone option is xx zone, multiple streets belonging to xx zone, such as street 1, street 2. When the target user clicks street 1, a plurality of candidate counseling matters associated with the government counseling matters belonging to street 1 are presented.

Step 305: and in response to the clicking operation on the target consultation item in the candidate consultation items, retrieving the content for replying the government consultation message from the government service knowledge base.

Here, in practical applications, the target user selects the target consulting item from a plurality of candidate consulting items, for example, see fig. 5A-5B, where fig. 5A-5B are schematic diagrams of an intelligent customer service consulting interface provided by an embodiment of the present invention, and as shown in fig. 5A, the candidate consulting item related to the consulting item "house accumulation fund extraction approval" is: the details of the extracted items of the overhaul self-living house shown in fig. 5B can be presented by clicking the extracted items of the overhaul self-living house as target consultation items, wherein the consultation items of the overhaul self-living house are extracted, the settlement extraction of the place, the leaving, the retirement extraction, the repayment purchase house loan interest extraction and the like.

In some embodiments, the intelligent customer service front-end may retrieve content for replying to the government advisory message from the government service knowledge base by:

determining a knowledge tree to which a target node corresponding to the target zoning option belongs, wherein government affair consultation items corresponding to child nodes in the knowledge tree inherit government affair consultation items corresponding to a parent node; acquiring response information associated with target consultation items corresponding to the target nodes on the basis of the knowledge tree; and taking the response information as the content of the reply government affair consultation message.

Here, in practical applications, in order to alleviate operations of the intelligent customer service knowledge base, the embodiment of the present invention uses an object-oriented inheritance characteristic, sets up for a universal catalog or a transaction, and constructs knowledge data according to a word slot or a knowledge graph principle. When an inquiry method (the inquiry method is a consultation matter) is constructed for the universal catalog, a node corresponding to the universal catalog is a father node, a word slot of a called division (such as an administrative division) can be added, and the word slot is different from a conventional word slot. First, the word slot has the property of an administrative division, and second, the word slot stores an instance of the administrative division tree, which is typically identified as an administrative division code. Although the issue may vary from city to city, the issue level is consistent for each city, and even for some under-province issues.

The embodiment of the invention constructs an independent administrative division code list area, the upper and lower level administrative division relation is represented by id and parentid, the administrative division code is area _ code, and the administrative division name is area _ name. The basic attribute of the matter has an area _ code which is the same value as the area _ code in the administrative division code list. For example, for the example of returning to the country (border) of Guangdong province, if a question is added, the administrative division instance of one word slot is identified as 440000, that is, the administrative division code of Guangdong province; if it is the case that a question is added for the Guangzhou city recycle (border) account recovery, the administrative division instance of the word slot is identified as administrative division code 440100 of Guangzhou city.

Referring to fig. 6, fig. 6 is a schematic interface diagram for a universal catalog addition query method according to an embodiment of the present invention. As shown in fig. 6, in the background of the operation, the common problem handling guide is abstracted into a knowledge tree, and the common problem handling guide and the matter handling guide may have classifications, and the classifications may be multi-level. Standard and similar methods can be added for the general directory or the items, and the method added in the general directory (namely, the father node) can be inherited by the subdirectory (namely, the child node under the father node), so that the workload of operating and configuring word slots and establishing the knowledge graph is reduced.

Referring to fig. 7, fig. 7 is a schematic view of a management interface of knowledge data according to an embodiment of the present invention, as shown in fig. 7, a query method may be added to a general directory or an event, for example, a compartment shown in fig. 7 is a word slot, which is directly obtained from an event. The administrative division to which the matter belongs constitutes an example of an administrative division tree, the value of the word slot is the identification of the instance of the administrative division tree, and the operator only sees the configuration for one matter (entity and object) on the display, so that for the characteristics of the matter of government affairs, the general directory configuration can be performed, and the sub-directory or the matter can inherit the inquiry law, that is, each matter does not need to be configured, thereby greatly reducing the workload of the operator.

Step 306: and presenting the retrieved content through a government service customer service session interface.

In practical applications, the politician service session interface presents the retrieved content, that is, presents a consultation response for the consultation item, for example, when the target user clicks the item details of the consultation item extracted for the self-living accommodation of overhaul as shown in fig. 5B, refer to fig. 8, where fig. 8 is a schematic diagram of the intelligent customer service consultation interface provided by the embodiment of the present invention, and presents detailed information about the acceptance conditions, bill of materials, and handling flow, etc. related to the self-living accommodation of overhaul as shown in fig. 8.

In some embodiments, after the intelligent customer service session interface presents the retrieved content, the behavior data of the target user can be further stored by:

acquiring cookie data stored in a target user terminal; when the cookie data contains a user identification of the target user, storing behavior data of the target user based on the user identification, wherein the behavior data comprises target consultation items attributed to the target zone option.

In some embodiments, when the cookie data does not contain a user identification of the target user, assigning a guest identification to the target user; based on the guest identification, behavior data of the target user is stored, wherein the behavior data includes target advisory items attributed to the target compartment options.

In some embodiments, the intelligent customer service obtains login information of a target user, wherein the login information carries a user identifier of the target user; and establishing an association relation between the visitor identification and the user identification based on the equipment identification of the target user terminal.

In practical application, when a target user consults matters for intelligent customer service, if the target user logs in a government affair service network, the user identification of the target user can be obtained; if the target user does not log in the government affair service network, checking whether a user identifier exists in a local cookie of the target user, and if so, recording behavior data of the target user by using the user identifier; if not, the intelligent customer service background of the intelligent customer service allocates a visitor identifier to the target user, the visitor identifier corresponds to the user terminal equipment identifier, and the visitor identifier is used for storing behavior data of the target user, namely storing related information of the target consultation item, wherein the related information comprises information of a target zoning option to which the target consultation item belongs, a previous-level zoning option to which the target zoning option belongs, and the like. And when the target user logs in the government affair service network again to consult the government affairs, the user identification of the target user is obtained, and meanwhile, the intelligent customer service can establish the association relationship between the user mark of the target user and the visitor mark based on the equipment identification of the user terminal.

The stored behavior data of the target user is used as historical behavior data of a subsequent target user accessing a government affair service network, when the target user logs in the government affair service network in actual implementation, the visitor identifier and the user identifier can be associated, as long as the target user does not clear cookies, the user identifier of the target user can be obtained no matter whether the target user logs in or not when the subsequent target user consults by using the same browser, and the historical behavior data of the target user can be obtained based on the user identifier of the target user.

Through the method, based on received government affair consultation information which is input through a government affair customer service conversation interface and contains government affair consultation matters, the division options with the target number are obtained through screening from a plurality of division options through analyzing historical behavior data of a target user, when the user clicks the target division option in the division options with the target number, candidate consultation matters which are associated with the government affair consultation matters are shown, the clicking operation aiming at the target consultation matters in the candidate consultation matters is responded, the content used for replying the government affair consultation information is retrieved from a government affair service knowledge base, and the retrieved content is shown through the government affair customer service conversation interface; thus, through the analysis of the historical data of the target user, the most likely target number of the zoning options corresponding to the items consulted by the target user are screened from the multiple zoning options and presented, when the target user clicks the target zoning option in the screened zoning options, the method directly jumps to the consulting items corresponding to the target zoning option, and then retrieves and presents the obtained consulting result; because the object-oriented inheritance characteristic is adopted, the universal directory is provided with the item inquiry method, the subdirectory can inherit the inquiry method, and each item does not need to be configured, so that the workload of operators is greatly reduced.

Next, a description is continued on an intelligent customer service question-answering method for government services provided by the embodiment of the present invention, fig. 9 is an optional schematic flow chart of the intelligent customer service question-answering method for government services provided by the present invention, and referring to fig. 9, the intelligent customer service question-answering method for government services provided by the embodiment of the present invention includes:

step 401: and the intelligent customer service background constructs a knowledge tree based on a configuration instruction of an operator for government affair consultation matters.

In practical implementation, the embodiment of the present invention abstracts the common problem handling guide into a knowledge tree based on the characteristics of object-oriented inheritance, and the common problem handling guide and the matter handling guide may have classifications, and the classifications may be multi-level. A standard question method and a similar question method can be added for a general directory or a matter, wherein the question method is a consultation matter, and the question method added in the general directory (namely a father node) can be inherited by a child directory (namely a child node subordinate to the father node), so that the workload of operating and configuring word slots and establishing a knowledge graph is reduced.

Step 402: and the intelligent customer service front end responds to the click operation aiming at the intelligent customer service and generates a positioning request for requesting to acquire the IP address of the target user on the current session interface.

Step 403: and the intelligent customer service front end sends a positioning request to the intelligent customer service background.

Step 404: and the intelligent customer service background determines the current zoning of the target user based on the positioning request.

Step 405: and the intelligent customer service background sends the zone where the target user is currently located to the intelligent customer service front end.

Step 406: the intelligent customer service front end presents a government service customer service session interface containing a zone switching key.

Step 407: and the intelligent customer service front end responds to the click operation aiming at the switching key, and switches the current conversation interface to the government service customer service conversation interface corresponding to the division where the target user is located.

Step 408: and the intelligent customer service front end receives a government affair consultation message input by the target user based on the government affair customer service conversation interface, and generates a government affair consultation request carrying the government affair consultation message.

Step 409: and the intelligent customer service front end sends a government affair consultation request to the intelligent customer service background.

Step 410: the intelligent customer service background filters the target number of the zoning options from the multiple zoning options by analyzing historical behavior data of the target user based on the government affair consultation request.

In practical implementation, the intelligent customer service background acquires historical behavior data of a target user, wherein the historical behavior data comprises at least one of the following data: historical consultation times and historical consultation time corresponding to government affair consultation matters of each division; based on the historical consultation times and the historical consultation time of the target user, different weighted values are given to each region; sorting the partitions according to the weight values to obtain corresponding partition sequences; and extracting the zone options of the target number from the zone sequence.

Or acquiring historical behavior data of the target user, wherein the historical behavior data comprises at least one of the following data: the living address of the target user, the handling time corresponding to the historical handling items of the target user and the historical consultation times of the government affair consultation items of each division corresponding to the target user; sequencing all the partitions based on the priorities of the residence area, the handling time and the historical consultation times of the target user to obtain a corresponding partition sequence; and extracting the zone options of the target number from the zone sequence.

Step 411: and the intelligent customer service background sends the zoning options of the target number to the intelligent customer service front end.

Step 412: the intelligent customer service front end presents a target number of zoning options.

Here, when the user is in a consultation event, the sections related to the consultation event presented at the front end of the smart customer service are sorted in order of the maximum number of user historical visits, the most recent frequent visits, and the number of historical visits. Or the zones related to the consultation items presented at the front end of the intelligent customer service are sorted according to the zone where the living address of the user is located, the zone where the latest transaction item is located, the zone with the largest number of access times in the historical duration and the zone accessed most frequently recently to obtain a zone sequence, and the zone sequence is extracted from the zone sequence; therefore, the user can select the area which the user wants to transact or consult in the first screen as much as possible.

Step 413: the intelligent customer service front end responds to the click operation of the target zone options in the target number of zone options, and generates corresponding candidate consultation item requests.

Step 414: and the intelligent customer service front end sends a candidate consultation item request to the intelligent customer service background.

Step 415: the intelligent customer service background determines at least one candidate consulting item associated with the government consulting item as belonging to the target zone option based on the candidate consulting item request.

Step 416: and the intelligent customer service background sends the determined candidate consultation items to the intelligent customer service front end.

Step 417: the intelligent customer service front end presents candidate consultation items.

Step 418: and when the intelligent customer service front end responds to the click operation aiming at the target consultation items in the candidate consultation items, generating a corresponding retrieval request.

Step 419: and the intelligent customer service sends a retrieval request to the intelligent customer service background.

Step 420: and the intelligent customer service background retrieves the content for replying the government affair consultation message from the government affair service knowledge base based on the retrieval request.

Here, in practical applications, the embodiment of the present invention is set for general directories or matters based on object-oriented inheritance characteristics, and constructs knowledge data according to word slots or knowledge graph principles. Standard and similar methods can be added for the general directory or the items, and the method added in the general directory (namely, the father node) can be inherited by the subdirectory (namely, the child node under the father node), so that the workload of operating and configuring word slots and establishing the knowledge graph is reduced.

In actual implementation, the intelligent customer service background determines a knowledge tree to which a target node corresponding to a target zoning option belongs based on a retrieval request, wherein government affair consultation items corresponding to child nodes in the knowledge tree inherit government affair consultation items corresponding to a parent node, and response information associated with the target consultation items corresponding to the target node is acquired based on the knowledge tree; and using the acquired response information as the content of the reply government affair consultation message.

Step 421: and the intelligent customer service background sends the retrieved content to the intelligent customer service front end.

Step 422: and the intelligent customer service front end presents the retrieved content.

Step 423: and the intelligent customer service front end stores the behavior data of the target user.

In practical implementation, the behavior data of the target user can be stored in the government affairs service knowledge base through the smart customer service front end and also through the smart customer service background, wherein the behavior data comprises target consultation items belonging to the target zone options. The stored behavior data of the target user can be used as historical behavior data of subsequent target users accessing the government affairs service network.

In the following, an exemplary application of the embodiments of the present invention in a practical application scenario will be described.

The intelligent customer service generally comprises a knowledge base, a Natural Language Processing (NLP) capability, a machine learning capability, a front contact layer H5 (5 th generation hypertext markup Language), a public number, a WeChat, a PC terminal and the like. Generally divided into single-turn conversation, multi-turn conversation, chatting type, and so on.

The form of the single-round conversation is a question and answer mode, and some related knowledge points are recommended to the user in the question and answer process. The multi-turn conversation or the task conversation is slightly complex, in order to identify the intention of the user and solve the problem of user consultation, a knowledge base needs to construct some standard or similar questions, and may also need to construct knowledge data by means of word slots, or even need to use a knowledge map to construct the knowledge data. The principle of a word slot or a knowledge graph is constructed according to what operation and what attribute an entity (object) has.

In an example, an airline company constructs an intelligent customer service, and takes an air ticket as an example, the air ticket entity (object) has operations of ordering and unsubscribing, namely ordering and unsubscribing the air ticket. Basic attributes of the ordered air ticket include a starting place, a destination, time and the like; the basic attribute of the refund ticket is an identity card number, an order number or the like. In the process of consulting by the user by using the intelligent customer service, multiple sessions or tasks can be completed by continuously collecting information provided by the user in the session process.

However, in the field of government affairs, such as matters (office guides), the same matters are usually conducted by different departments of practice or street offices. For the user, the matter is a specific entity, but in practical applications, the matter cannot be simply understood as an entity.

Taking the case of handling the resident certificate in Guangzhou, the user wants to consult the transaction items of the resident certificate, which are implemented by hundreds of streets, taking Guangzhou as an example, the transaction windows of the resident certificate are hundreds, and the user can only consult in a government service network after the country requires to implement one network. Due to the large number of residence permit street offices, the problem can be solved if the word groove processing or knowledge map construction is simply performed for each event, but the problem is very complicated. Still taking the above residence permit transaction as an example, for instance, the transaction of residence permit of stone-brand street in the Tianheyuan of Guangzhou city, guangdong province, the constructed word slot is as follows, word slot 1: a market; word slot 2: a district or county; word slot 3: a street. The process that the user consults the intelligent customer service in the government service network is as follows, the user firstly inputs the intelligent customer service on a consultation page: i want to handle residence permit, correspondingly, the intelligent customer service lists all places and cities in Guangdong province for the user to select; after the user selects the corresponding city, the intelligent customer service lists all the areas under the city for the user to select; after the user selects the corresponding area, the intelligent customer service lists all the streets subordinate to the area for the user to select; when the user selects a street in which the user wants to handle the resident certificate, the intelligent customer service outputs detailed information such as materials, a handling window, an address and office time required by handling the resident certificate corresponding to the street. The above process is very tedious, and meanwhile, the operator of the intelligent customer service knowledge base needs to spend a great deal of effort to comb the matters.

The embodiment of the invention provides an intelligent customer service question and answer method for government services, which is based on the characteristic of object-oriented inheritance, namely, a question added in a universal directory, wherein subdirectories or items of the question inherit the question so as to reduce the burden of operators of an intelligent customer service knowledge base; meanwhile, by means of an IP positioning technology, cookie conversation keeping, user historical behavior logs, user historical office data and the like, results related to the user historical behavior data are arranged in front in multiple rounds of conversations to reduce conversation rounds, and therefore intelligent customer service in the government affair field is optimized.

Referring to fig. 4C, fig. 4C is a schematic interface diagram of the intelligent customer service provided by the embodiment of the present invention. As shown in fig. 4C, when the user consults the related information, the intelligent service back office of the intelligent service may rank the results related to the user, such as guangzhou city, shaoguan city, shenzhen city, etc. that the user has frequently visited in the past, in front of the user according to the historical behavior log, IP location address, etc. of the user.

Referring to fig. 6, fig. 6 is a schematic interface diagram for a universal catalog addition query method according to an embodiment of the present invention. As shown in fig. 6, in the background of the operation, the common problem handling guide is abstracted into a knowledge tree according to the embodiment of the present invention, and the common problem handling guide and the matter handling guide may have classifications, and the classifications may be in multiple stages. The method is characterized in that a standard question and a similar question can be added for a universal directory or a general item, and the question added in the universal directory (namely a father node) can be inherited by sub-directories (namely sub-nodes under the father node), so that the workload of operating and configuring word slots and establishing a knowledge graph is reduced.

In some embodiments, when a user is consulting a smart customer service, the user's true user label may be obtained if the user has logged into a government services network.

In other embodiments, when a user is consulting intelligent customer service, if the user does not log in a government affair service network, checking whether a local cookie of the user has a real user mark, and if so, recording a behavior log of the user by using the real user mark; if not, the intelligent customer service background of the intelligent customer service can distribute a visitor mark to the user, the behavior log of the user can record the visitor mark and the real user mark at the same time, and once the user logs in the government affair service network, the real user mark and the visitor mark of the user can be associated.

Referring to fig. 7, fig. 7 is a schematic diagram of a management interface of knowledge data according to an embodiment of the present invention. As shown in fig. 7, a query may be added to the general directory or the transaction, for example, the partition shown in fig. 7 is a word slot, which is directly obtained from the transaction. The administrative division to which the matter belongs forms an instance of an administrative division tree, the value of the word slot is the identification of the instance of the administrative division tree, and the operator only configures the matter (entity and object) on the display, so that the characteristics of the matter of government affairs can be configured in a general directory, and subdirectories or matters can inherit the method, that is, each matter does not need to be configured, thereby greatly reducing the workload of the operator.

In some embodiments, when the real user information of the user cannot be obtained, the results may be sorted by obtaining the historical behavior log of the user.

For example, the administrative division where the events (transaction guides) that the user has frequently visited in the past are recorded, and the analysis statistics result in the following behavior information: one is the administrative division where the user has the most number of visits within the historical visit duration (e.g., within a half year, or within a year); the other is an administrative division which is frequently visited by the user recently (for example, within the last month), and it is considered that the user may be ready to move recently, and although the number of times of the administrative division in which the recently visited matters are located is not large, the administrative division is also important. Therefore, a weight is assigned to the administrative division with the highest number of visits and the administrative division frequently visited recently within the historical visit duration, for example, the administrative division with the highest number of visits may be assigned a weight value of 0.6, and the administrative division frequently visited recently may be assigned a weight value of 0.4.

It should be noted that, this administrative division is transitive upwards, that is, if the user visits the stone street in the river region the most times within the historical visit duration, the number of visits to the river region of the upper administrative division is the most, and similarly, the number of visits to guangzhou city is the most. When a user is in consultation, and when the intelligent customer service outputs result sequencing, administrative divisions related to the consultation can be sequenced according to the maximum number of historical visits, the latest frequent visits and the historical visits of the user, so that the user can select the administrative division which the user wants to handle or consult in the first screen as much as possible.

In other embodiments, when the user logs in the government affair service network, the visitor identifier and the real user identifier can be associated, and as long as the user does not clear the cookie, the real user identifier of the user can be obtained when the subsequent user consults by using the same browser regardless of whether the user logs in or not. Based on the real user identification of the user, the administrative division where the latest office component of the user is located can be obtained from the network office bank, and the real residential address or office address of the user can also be obtained through the personal legal person bank. Here, when the real living address of the user can be obtained, the administrative division in which the real living address is located may take a greater proportion; when the real living address of the user cannot be obtained, different weight values are sequentially distributed according to the administrative division where the user has the latest office component and the administrative division where the user has the latest visited item. For example, when a user consults a transaction, the administrative divisions related to the transaction may be sorted on the smart customer service front-end page according to the administrative division in which the user's real living address is located, the administrative division in which the latest office is located, the administrative division with the highest number of visits within the historical duration, and the administrative division with the most recent visits.

In some embodiments, since the accuracy of IP positioning to the city is very high in the PC, when the user consults, the user may first determine the city where the user is currently located using the IP positioning technology, so that the session of the city may be skipped when selecting the administrative division, and the method provided in the above embodiments may be referred to for the result ranking of the remaining sessions, which is not described herein again.

In other embodiments, object-oriented inheritance principles can be employed to set a question for a general directory or matter and to construct knowledge data based on word-slot or knowledge-graph principles. When the method is constructed aiming at the universal catalog, a word slot called as an administrative division can be added, and the word slot is different from a conventional word slot. Firstly, the word slot has the property of the administrative division, and secondly, the word slot stores an instance of the administrative division tree, and the instance identifier is the administrative division code in general. Although the issue may vary from city to city, the issue level is consistent for each city, and even for some under-province issues. The embodiment of the invention constructs an independent administrative division code list area, the upper and lower level administrative division relation is represented by id and parentid, the administrative division code is area _ code, and the administrative division name is area _ name. The basic attribute of the event has an administrative division code area _ code, and the value of this attribute is the same as the area _ code in the administrative division code list. For example, for the recovery of the national (border) user of Guangdong province, if a query method is added, the administrative division instance of one word slot is identified as 440000, namely the administrative division code of Guangdong province; if it is the case that a question is added for the Guangzhou city recycle (border) account recovery, the administrative division instance of the word slot is identified as administrative division code 440100 of Guangzhou city.

Referring to fig. 10, fig. 10 is a schematic diagram illustrating a consultation process of the intelligent customer service according to an embodiment of the present invention. As shown in fig. 10, fig. 10 is a consultation process flow of intelligent customer service of government affairs service provided by the embodiment of the invention, including:

step 501: and responding to the click operation aiming at the intelligent customer service by the intelligent customer service, and generating a positioning request for requesting to acquire the IP address of the target user in the current session interface.

Step 502: and the intelligent customer service sends a positioning request to the third-party service.

Here, the third party service is a backend server of the smart customer service.

Step 503: the third party service determines an IP location result based on the location request.

Here, the IP positioning result is the administrative division where the target user is currently located, such as obtaining the city where the user is currently consulted.

Step 504: and the third-party service returns the IP positioning result to the intelligent customer service.

Step 505: and the intelligent customer service acquires the historical behavior data of the target user based on the user identification of the target user in the cookie data.

Step 506: and the intelligent customer service front end receives a government affair consultation message input by the target user based on the government affair customer service session interface, wherein the government affair consultation message comprises government affair consultation matters.

Step 507: the intelligent customer service front end presents a target number of zoning options.

Here, a target number of zone options are selected from the plurality of zone options based on the historical behavior information of the user. In actual implementation, a user inputs consultation information, an artificial intelligence engine searches matters meeting conditions, contents of a word slot are supplemented according to a missing administrative division word slot, and a next level of administrative division is acquired and displayed according to an administrative division code table (area) from a word slot example value. Assuming that the instance of the word slot is identified as 440100 Guangzhou city, all areas under 440100 Guangzhou city in the administrative district code list area are retrieved, and the returned retrieval results include a Tianhe area (440106), a Yuexi area (440102), a Liwan area (440103) and the like.

Step 508: the intelligent customer service determines a target zone option from the target number of zone options.

Step 509: and the intelligent customer service front end responds to the clicking operation of the target zone option and presents a plurality of sub-zone options belonging to the target zone option.

Here, in practical application, a next-level partition of the partitions may be involved, multiple rounds of sessions are required to obtain related consultation items, and in practical implementation, the smart customer service back-end acquires historical behavior data of a target user and sorts returned partition options of a target number. For example, when a user selects a river region, if the item is dropped to the region level, the item details are directly presented to the user; if the transaction is dropped to the street, execution continues with step 509.

Step 510: the smart customer service front-end presents at least one candidate counseling item associated with the government counseling item as attributed to the target zone option in response to a click operation for a target one of the plurality of zone options.

Here, the streets under the river area, including the phoenix street office (440106019000), the wushan street office (440106001000), and the like, are shown to the user. Here again, the target sub-zone options, i.e., the streets returned, are sorted based on the user's historical behavior information.

Step 511: and the intelligent customer service front end responds to the click operation aiming at the target consultation item in the candidate consultation items and acquires item details from the administration service knowledge base.

Step 512: and the intelligent customer service front end presents the item details.

Here, the item details are contents for replying the government affair consultation message, and when the user selects the five-mountain street office station, the corresponding item details are displayed to the user.

It should be noted that the consultation process flow of the intelligent customer service shown in fig. 10 is based on the case where the user has historical behavior information but does not log in the government service network. And if the target user does not clear the cookie, the user real identification of the target user can be obtained no matter whether the target user performs login operation or not when the subsequent target user performs consultation by using the same browser, and the historical behavior data of the target user can be obtained based on the user real identification of the target user.

In this way, the method of the embodiment of the present invention uses a characteristic similar to object-oriented inheritance, that is, a question added in a universal directory, whose subdirectories or items inherit the question; meanwhile, IP positioning technology, cookie conversation keeping, user behavior logs, user historical office data and the like are utilized, and the related data of the users are arranged in front of the sessions in multiple rounds, so that the number of the user conversation rounds is reduced, and intelligent customer service in the government field is optimized.

Continuing with the exemplary structure in which the intelligent customer service questioning and answering device 555 of the government service provided by the embodiments of the present invention is implemented as a software module, in some embodiments, as shown in fig. 2 and 11, the software module stored in the intelligent customer service questioning and answering device 555 of the government service in the memory 550 may include: a first rendering module 5551, a receiving module 5552, a second rendering module 5553, a third rendering module 5554, a retrieval module 5555, and a fourth rendering module 5556.

A first presentation module 5551 for presenting a government affair customer service session interface for providing a government affair question and answer service;

a receiving module 5552, configured to receive a government affair consultation message input based on the government affair customer service session interface, where the government affair consultation message includes government affair consultation items;

a second presenting module 5553, configured to present a target number of zone options based on the government affair consultation message, where the target number of zone options are obtained by screening from multiple zone options through analysis of historical behavior data of a target user;

a third presentation module 5554 for presenting at least one candidate consulting item associated with the government consulting item belonging to the target zone option in response to a click operation on a target zone option of the target number of zone options;

a retrieval module 5555, for retrieving contents for replying to the government affair consultation message from a government affair service knowledge base in response to a click operation for a target consultation item among the candidate consultation items;

a fourth presenting module 5556, configured to present the retrieved content through the government service session interface.

In some embodiments, the first presentation module is further configured to determine, in response to a click operation for smart customer service, a zone in which the target user is currently located;

presenting a government service customer service session interface containing a zone switching key;

In some embodiments, the apparatus further comprises an extraction module,

the extraction module is configured to obtain historical behavior data of the target user, where the historical behavior data includes at least one of: historical consultation times and historical consultation time of government affair consultation items corresponding to each division;

assigning different weight values to the regions based on the historical consultation times and the historical consultation time;

and extracting the zone options of the target number from the zone sequence.

In some embodiments, the extracting module is further configured to obtain historical behavior data of the target user, where the historical behavior data includes at least one of: the living address of the target user, the handling time corresponding to the historical handling items of the target user and the historical consultation times of the government affair consultation items of each division corresponding to the target user;

sequencing all the partitions based on the residence area of the target user, the handling time and the priority of the historical consultation times to obtain a corresponding partition sequence;

and extracting the zone options of the target number from the zone sequence.

In some embodiments, the third presentation module is further configured to present a plurality of sub-compartment options attributed to a target compartment option of the target number of compartment options in response to a click operation on the target compartment option;

In some embodiments, the retrieval module is further configured to determine a knowledge tree to which a target node corresponding to the target zoning option belongs, where government affair consultation items corresponding to child nodes in the knowledge tree inherit government affair consultation items corresponding to a parent node;

In some embodiments, the apparatus further comprises a storage module,

In some embodiments, the storage module is further configured to assign a guest identifier to the target user when the cookie data does not contain the user identifier of the target user;

storing behavior data of the target user based on the visitor identification, the behavior data including the target consulting entry attributed to the target zone option.

In some embodiments, the apparatus further comprises a setup module,

It should be noted that the description of the apparatus according to the embodiment of the present invention is similar to the description of the method embodiment, and has similar beneficial effects to the method embodiment, and therefore, the description is omitted.

a memory for storing executable instructions;

The embodiment of the invention provides a storage medium, which stores executable instructions and is used for causing a processor to execute so as to realize the intelligent customer service question-answering method for government affair service provided by the embodiment of the invention.

In some embodiments, the storage medium may be a memory such as FRAM, ROM, PROM, EPROM, EE PROM, flash, magnetic surface memory, optical disk, or CD-ROM; or may be various devices including one or any combination of the above memories.

In some embodiments, the executable instructions may be in the form of a program, software module, script, or code written in any form of programming language, including compiled or interpreted languages, or declarative or procedural languages, and it may be deployed in any form, including as a stand-alone program or as a module, component, subroutine, or other unit suitable for use in a computing environment.

By way of example, executable instructions may correspond, but do not necessarily have to correspond, to files in a file system, and may be stored in a portion of a file that holds other programs or data, such as in one or more scripts in a hypertext Markup Language (H TML) document, in a single file dedicated to the program in question, or in multiple coordinated files (e.g., files that store one or more modules, sub-programs, or portions of code).

By way of example, executable instructions may be deployed to be executed on one computing device or on multiple computing devices at one site or distributed across multiple sites and interconnected by a communication network.

The above description is only an example of the present invention, and is not intended to limit the scope of the present invention. Any modification, equivalent replacement, and improvement made within the spirit and scope of the present invention shall fall within the protection scope of the present invention.

Claims

1. An intelligent customer service question and answer method for government affair service, which is characterized by comprising the following steps:

presenting a government affair customer service session interface for providing a government affair question and answer service;

presenting a target number of zoning options based on the government affair consultation message, wherein the target number of zoning options are obtained by screening a plurality of zoning options through analyzing historical behavior data of a target user;

2. The method according to claim 1, wherein said presenting a government service customer session interface for providing a government question and answer service, comprises:

responding to click operation aiming at the intelligent customer service, and determining the zone where the target user is located currently;

3. The method of claim 1, wherein the method further comprises:

obtaining historical behavior data of the target user, wherein the historical behavior data comprises at least one of the following: historical consultation times and historical consultation time corresponding to government affair consultation matters of each division;

and extracting the zone options of the target number from the zone sequence.

4. The method of claim 1, wherein the method further comprises:

obtaining historical behavior data of the target user, wherein the historical behavior data comprises at least one of the following: the living address of the target user, the handling time corresponding to the historical handling items of the target user and the historical consultation times of the government affair consultation items of each division corresponding to the target user;

and extracting the zone options of the target number from the zone sequence.

5. The method of claim 1, wherein presenting at least one candidate consulting item associated with the government consulting item that is attributed to a target compartment option of the target number of compartment options in response to a click operation on the target compartment option comprises:

in response to a click operation on a target zone option of the target number of zone options, presenting a plurality of sub-zone options attributed to the target zone option;

presenting at least one candidate consulting entry associated with the government consulting entry as attributed to the target zone option in response to a click operation on a target sub-zone option of the plurality of sub-zone options.

6. The method of claim 1, wherein said retrieving content from a government services knowledge base in reply to said government advisory message comprises:

determining a knowledge tree to which a target node corresponding to the target zoning option belongs, wherein government affair consultation items corresponding to child nodes in the knowledge tree inherit government affair consultation items corresponding to a parent node;

7. The method of claim 1, wherein after said presenting the retrieved content, the method further comprises:

acquiring cookie data stored in a target user terminal;

8. The method of claim 7, wherein the method further comprises:

when the cookie data does not contain the user identification of the target user, allocating a visitor identification to the target user;

9. The method of claim 8, wherein the method further comprises:

obtaining login information of a target user, wherein the login information carries a user identifier of the target user;

10. An intelligent customer service question answering device for government services, the device comprising:

the receiving module is used for receiving a government affair consultation message input based on the government affair customer service session interface, wherein the government affair consultation message comprises government affair consultation items;

the retrieval module is used for responding to the click operation of the target consultation item in the candidate consultation items and retrieving the content for replying the government affair consultation message from the government affair service knowledge base;