CN113076406A - Information processing method and device - Google Patents
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Abstract
The application discloses an information processing method and device, and the method comprises the following steps: the method comprises the steps of obtaining information input by a user, wherein the information input by the user comprises a specific intention, obtaining at least one service variable corresponding to the specific intention and a service value corresponding to each service variable in the at least one service variable under the condition that the information corresponding to the specific intention cannot be inquired through a specific system, generating an answer corresponding to the specific intention according to the at least one service variable and the service value corresponding to each service variable in the at least one service variable, and outputting the answer corresponding to the specific intention to the user. According to the method and the device, under the condition that the specific system information is not synchronous, answers can be generated according to at least one business variable corresponding to the specific intention in the user input information and the business value corresponding to each business variable in the at least one business variable, and then the answers are provided for the user, the places where the user has questions can be answered, the probability that the user changes to manual customer service is reduced, the cost of an enterprise is not increased, and the user experience is improved.
Description
Technical Field
The present application relates to the field of data processing technologies, and in particular, to an information processing method and apparatus.
Background
The intelligent customer service system can solve some conventional questions about products of the user, such as How To questions and product configuration questions, and also can solve some after-sale consultation questions about the products of the user, such as maintenance states and the like, answer Information corresponding To the after-sale consultation questions about the products is stored in a specific Information Technology (IT) system, and the intelligent customer service system can solve the after-sale consultation questions about the products of the user by calling the answer Information in the IT system. Due to the complexity of the service, the IT system has the condition that the information is not synchronous, namely, the user obtains the maintenance order number, but the corresponding maintenance order information in the IT system is not put in storage, and when the user searches the self maintenance information through the intelligent customer service system, the IT system returns no corresponding information, which causes the user to transfer to manual work (even call back), and the cost of the enterprise is increased.
Content of application
In view of this, the embodiments of the present application provide an information processing method and apparatus, so as to solve the problem that when there is an information out-of-synchronization condition in an IT system, a user cannot obtain an answer through an intelligent customer service system, which causes the user to change to manual work, and increases enterprise cost.
In order to solve the above problem, in a first aspect, an embodiment of the present application provides an information processing method, including: acquiring information input by a user, wherein the information input by the user comprises a specific intention; under the condition that the information corresponding to the specific intention cannot be inquired through a specific system, acquiring at least one service variable corresponding to the specific intention and a service value corresponding to each service variable in the at least one service variable; generating an answer corresponding to the specific intention according to the at least one business variable and the business value corresponding to each business variable in the at least one business variable; an answer corresponding to the particular intent is output to the user.
Optionally, obtaining at least one business variable corresponding to the specific intention includes: and finding at least one service variable corresponding to the specific intention from an intention variable library according to the specific intention, wherein the intention variable library comprises a plurality of intention variable pairs, and each intention variable pair comprises one intention and at least one service variable.
Optionally, the constructing of the intention variable library comprises: acquiring historical information input by a user; and extracting the intents and the corresponding business variables from the historical information to obtain an intention variable library.
Optionally, the obtaining a service value corresponding to each service variable in the at least one service variable includes: and searching the service value corresponding to each service variable in at least one service variable from the service variable value set.
Optionally, the obtaining a service value corresponding to each service variable in the at least one service variable includes: acquiring constraint conditions corresponding to specific intentions from information input by a user and/or user association information, wherein the constraint conditions comprise at least one specific business variable and a business value corresponding to the specific business variable; and under the constraint condition, searching a service value corresponding to each service variable in at least one service variable from the service variable value set.
Optionally, the service variable value set includes a plurality of service variable pairs, and each service variable pair includes a service variable and a service value corresponding to the service variable.
Optionally, the information processing method further includes: acquiring feedback information of a user; and adjusting an answer template corresponding to the specific intention according to the feedback information, wherein the answer template comprises at least one business variable, and the answer corresponding to the specific intention is generated through a business value corresponding to each business variable in the at least one business variable and the answer template.
Optionally, in a case that the feedback information of the user is not satisfied with the answer corresponding to the specific intention, the answer template corresponding to the specific intention is adjusted according to the feedback information.
Optionally, the information processing method further includes: and outputting the message notification subscription information to the user.
In a second aspect, an embodiment of the present application provides an information processing apparatus, including: the first acquisition unit is used for acquiring information input by a user, wherein the information input by the user comprises a specific intention; the second obtaining unit is used for obtaining at least one business variable corresponding to the specific intention and a business value corresponding to each business variable in the at least one business variable under the condition that the information corresponding to the specific intention cannot be inquired through a specific system; the generating unit is used for generating an answer corresponding to the specific intention according to the at least one business variable and the business value corresponding to each business variable in the at least one business variable; and the output unit is used for outputting the answer corresponding to the specific intention to the user.
In the information processing method and apparatus provided by the embodiment of the application, by acquiring information input by a user, the information input by the user including a specific intention, acquiring at least one business variable corresponding to the specific intention and a business value corresponding to each business variable in the at least one business variable under the condition that the information corresponding to the specific intention cannot be inquired by a specific system, generating an answer corresponding to the specific intention according to the at least one business variable and the business value corresponding to each business variable in the at least one business variable, and outputting the answer corresponding to the specific intention to the user, under the condition that information of the specific system is not synchronous, an answer can be generated according to the at least one business variable corresponding to the specific intention in the information input by the user and the business value corresponding to each business variable in the at least one business variable, and then the answer is provided to the user, so that the user can reasonably answer can be given, the method solves the problem of the user, reduces the probability of the user to go to manual customer service, does not increase the cost of enterprises, and improves the experience of the user.
The foregoing description is only an overview of the technical solutions of the present application, and the present application can be implemented according to the content of the description in order to make the technical means of the present application more clearly understood, and the following detailed description of the present application is given in order to make the above and other objects, features, and advantages of the present application more clearly understandable.
Drawings
FIG. 1 is a flow chart illustrating an information processing method according to an embodiment of the invention;
FIG. 2 illustrates a time interval distribution plot in one embodiment of the present invention;
FIG. 3 is a schematic diagram showing a configuration of an information processing apparatus according to an embodiment of the present invention;
fig. 4 is a schematic diagram illustrating a hardware structure of an electronic device according to an embodiment of the present invention.
Detailed Description
In order to make the objects, technical solutions and advantages of the embodiments of the present application clearer, the technical solutions in the embodiments of the present application will be clearly and completely described below with reference to the drawings in the embodiments of the present application, and it is obvious that the described embodiments are some embodiments of the present application, but not all embodiments. All other embodiments, which can be derived by a person skilled in the art from the embodiments given herein without making any creative effort, shall fall within the protection scope of the present application.
An embodiment of the present application provides an information processing method, as shown in fig. 1, including:
s101, acquiring information input by a user, wherein the information input by the user comprises a specific intention; in particular, the specific intent is an intent of the intelligent customer service system to associate with a specific system, the specific system including a specific IT system, the specific intent including a repair status, an order status, a return status, and the like. When the user wants to inquire the information corresponding to the specific intention, the specific intention can be input into the intelligent customer service system. When the intelligent customer service system obtains the information input by the user, the specific intention can be extracted.
S102, under the condition that the information corresponding to the specific intention cannot be inquired through a specific system, at least one business variable corresponding to the specific intention and a business value corresponding to each business variable in the at least one business variable are obtained.
Specifically, business variables are semantic concept ontology information for a particular industry, such as region, repair type, order creation delay time, postal delivery time, and so forth. The specific intent and business variables are many-to-many relationships. When the intelligent customer service extracts the specific intention, a query interface of the specific system can be called to query the information corresponding to the specific intention, and if the information in the specific system is asynchronous, that is, the information corresponding to the specific intention does not exist in the specific system, at least one service variable corresponding to the specific intention and a service value corresponding to each service variable in the at least one service variable can be obtained.
For example, the user obtains a repair order number, the user wants to query a repair state, but the corresponding repair order information in the specific system is not put in storage, and the intelligent customer service calls the query interface of the specific system to be unable to query the information corresponding to the repair state.
S103, generating an answer corresponding to the specific intention according to the at least one business variable and the business value corresponding to each business variable in the at least one business variable; specifically, an answer corresponding to the specific intention may be generated according to the at least one business variable and the business value corresponding to each business variable in the at least one business variable and a certain term, for example, considering the characteristics of the business in the ramen area, the local area maintenance order usually needs 2 days, so if you can not inquire your maintenance order, please wait patiently.
And S104, outputting an answer corresponding to the specific intention to the user. Specifically, the answer corresponding to the specific intention is output to the user, so that the doubt of the user can be solved, and the probability of the user to the artificial client is reduced.
In the information processing method provided by the embodiment of the application, by acquiring information input by a user, the information input by the user including a specific intention, acquiring at least one business variable corresponding to the specific intention and a business value corresponding to each business variable in the at least one business variable under the condition that the information corresponding to the specific intention cannot be inquired by a specific system, generating an answer corresponding to the specific intention according to the at least one business variable and the business value corresponding to each business variable in the at least one business variable, and outputting the answer corresponding to the specific intention to the user, under the condition that the information of the specific system is not synchronous, an answer can be generated according to the at least one business variable corresponding to the specific intention in the information input by the user and the business value corresponding to each business variable in the at least one business variable, and then the answer is provided to the user, so that the user can reasonably answer, the method solves the problem of the user, reduces the probability of the user to go to manual customer service, does not increase the cost of enterprises, and improves the experience of the user.
In an optional embodiment, in step S102, acquiring at least one service variable corresponding to the specific intention includes: and finding at least one service variable corresponding to the specific intention from an intention variable library according to the specific intention, wherein the intention variable library comprises a plurality of intention variable pairs, and each intention variable pair comprises one intention and at least one service variable.
Specifically, an intention variable library may be preset in the intelligent customer service system, the intention variable library including a plurality of intention variable pairs, each intention variable pair including an intention and at least one business variable, so that in a case where information corresponding to a specific intention cannot be queried through a specific system, at least one business variable corresponding to the specific intention may be quickly found in the intention variable library according to the specific intention.
In an alternative embodiment, the step of constructing the intent variable library comprises: acquiring historical information input by a user; and extracting the intents and the corresponding business variables from the historical information to obtain an intention variable library.
Specifically, all intents associated with a specific system can be automatically extracted from user communication history data, and business variables corresponding to the intents are extracted to form an intention variable library.
In the embodiment of the application, the historical information input by the user is acquired, and the intention and the corresponding business variable are extracted from the historical information, so that the corresponding relation between the intention and the business variable can be quickly and accurately obtained, and the intention variable library can be quickly and accurately obtained.
In an optional embodiment, in step S102, acquiring a service value corresponding to each service variable in at least one service variable includes: and searching the service value corresponding to each service variable in at least one service variable from the service variable value set.
Specifically, a service variable value set may be preset in the intelligent customer service system, so that when at least one service variable corresponding to a specific intention is obtained and the service variable does not include a specific service variable, a service value corresponding to each service variable in the at least one service variable may be found in the service variable value set according to the at least one service variable.
In this embodiment of the present application, by finding the service value corresponding to each of the at least one service variable from the service variable value set, the service value corresponding to each of the at least one service variable can be quickly and accurately found.
In an optional embodiment, in step S102, acquiring a service value corresponding to each service variable in at least one service variable includes: acquiring constraint conditions corresponding to specific intentions from information input by a user and/or user association information, wherein the constraint conditions comprise at least one specific business variable and a business value corresponding to the specific business variable; and under the constraint condition, searching a service value corresponding to each service variable in at least one service variable from the service variable value set.
Specifically, a service variable value set may be preset in the intelligent customer service system, so that when at least one service variable corresponding to a specific intention is obtained, a constraint condition corresponding to the specific intention may be obtained from information input by a user and/or user-related information, where the constraint condition includes at least one specific service variable and a service value corresponding to the specific service variable, for example, when a user wants to query a maintenance state, specific maintenance type information may be obtained from information input by the user, and information about an area where the user is located may be obtained from the user-related information. Then, under the constraint condition, the service value corresponding to each service variable in the at least one service variable is found from the service variable value set.
In this embodiment of the present application, constraint conditions corresponding to a specific intention are obtained from information input by a user and/or user association information, where the constraint conditions include at least one specific business variable and a business value corresponding to the specific business variable; under the constraint condition, the service value corresponding to each service variable in at least one service variable is found from the service variable value set, so that the service value corresponding to each service variable in at least one service variable is more accurate and more targeted, and the answer generated according to the service value is more targeted.
In an alternative embodiment, the service variable value set includes a plurality of service variable pairs, and each service variable pair includes a service variable and a service value corresponding to the service variable.
Specifically, the business variables and the business values corresponding to the business variables can be automatically learned and extracted according to historical data and business documents communicated between the user and the intelligent customer service system, and then a business variable value set is formed. For example, taking the ramen region as an example, the time for the user to query the status of the maintenance order is extracted, and the time interval, i.e., the user query time-order creation time, is calculated by combining the maintenance order creation time, and the query conditions are calculated for all users in the ramen region, so that the time interval distribution diagram shown in fig. 2 can be obtained. As can be seen in FIG. 2, 45% of users are queried 1 day before, the day on, or one day after the order, while 55% of users are queried two or more days after the order. The order creation delay can be estimated to be at least 1 day. Considering the particularity, the service value of the maintenance order creation delay time can be estimated to be 2, the constraint condition is agreed to be an area and the corresponding service value is a ramen area, and the area and the corresponding service value are recorded, so that a service variable pair can be obtained. By the method, a plurality of service variable pairs can be obtained, and further, a service variable value set can be obtained.
In an optional embodiment, the information processing method further includes: acquiring feedback information of a user; and adjusting an answer template corresponding to the specific intention according to the feedback information, wherein the answer template comprises at least one business variable, and the answer corresponding to the specific intention is generated through a business value corresponding to each business variable in the at least one business variable and the answer template.
Specifically, after an answer corresponding to a specific intention is output to the user, the user may score and feed back the answer, so that feedback information of the user may be acquired. According to the condition fed back by the client, the answer template and the selection algorithm of the answer template can be optimized, and meanwhile, the business variable can be adjusted according to the actual condition of the business, so that the service level of the intelligent customer service system is further improved.
In an alternative embodiment, in the case that the feedback information of the user is not satisfied with the answer corresponding to the specific intention, the answer template corresponding to the specific intention is adjusted according to the feedback information.
Specifically, when the feedback information of the user is unsatisfactory with the answer corresponding to the specific intention, it is described that the answer template needs to be optimized, and in this case, the answer template corresponding to the specific intention may be adjusted according to the feedback information.
In the embodiment of the application, the answer template corresponding to the specific intention is adjusted according to the feedback information when the feedback information of the user is not satisfied with the answer corresponding to the specific intention, and the answer template can be adjusted in time when the user is not satisfied with the answer corresponding to the specific intention, so that the service level of the intelligent customer service system is improved, meanwhile, the answer template corresponding to the specific intention cannot be adjusted frequently, and the calculation workload of the intelligent customer service system is reduced.
In an optional embodiment, the information processing method further includes: and outputting the message notification subscription information to the user.
Specifically, when the answer corresponding to the specific intention is output to the user, the user can be synchronously recommended to receive the message notification subscription, the user is encouraged to subscribe the message notification, when the specific system information is changed, the user is actively notified, the active service is realized, the information synchronization is kept with the user in time, and the user experience is further improved.
An embodiment of the present application further provides an information processing apparatus, as shown in fig. 3, including: a first acquisition unit 201 configured to acquire information input by a user, where the information input by the user includes a specific intention; the detailed description of the specific implementation manner is given in step S101 of the above method embodiment, and is not repeated herein. A second obtaining unit 202, configured to obtain, when the information corresponding to the specific intention cannot be queried through the specific system, at least one service variable corresponding to the specific intention and a service value corresponding to each service variable in the at least one service variable; the detailed description of the specific implementation manner is given in step S102 of the above method embodiment, and is not repeated herein. A generating unit 203, configured to generate an answer corresponding to the specific intention according to the at least one business variable and the business value corresponding to each business variable in the at least one business variable; the detailed description of the specific implementation manner is given in step S103 of the above method embodiment, and is not repeated herein. An output unit 204, configured to output an answer corresponding to the specific intention to the user. The detailed description of the specific implementation manner is given in step S104 of the above method embodiment, and is not repeated herein.
In the information processing apparatus provided by the embodiment of the application, by acquiring information input by a user, the information input by the user including a specific intention, acquiring at least one business variable corresponding to the specific intention and a business value corresponding to each business variable in the at least one business variable under the condition that the information corresponding to the specific intention cannot be queried through a specific system, generating an answer corresponding to the specific intention according to the at least one business variable and the business value corresponding to each business variable in the at least one business variable, and outputting the answer corresponding to the specific intention to the user, in the case that information of the specific system is not synchronous, an answer can be generated according to the at least one business variable corresponding to the specific intention in the information input by the user and the business value corresponding to each business variable in the at least one business variable, and then the answer is provided to the user, so that a reasonable answer can be provided to the user, the method solves the problem of the user, reduces the probability of the user to go to manual customer service, does not increase the cost of enterprises, and improves the experience of the user.
Based on the same inventive concept as the information processing method in the foregoing embodiment, the present application further provides an electronic device, as shown in fig. 4, including: a processor 31 and a memory 32, wherein the processor 31 and the memory 32 may be connected by a bus or other means, and the connection by the bus is illustrated in fig. 4 as an example.
The processor 31 may be a Central Processing Unit (CPU). The Processor 31 may also be other general purpose processors, Digital Signal Processors (DSPs), Application Specific Integrated Circuits (ASICs), Field Programmable Gate Arrays (FPGAs) or other Programmable logic devices, discrete Gate or transistor logic devices, discrete hardware components, or combinations thereof.
The memory 32, which is a non-transitory computer readable storage medium, can be used to store non-transitory software programs, non-transitory computer executable programs, and modules, such as program instructions/modules corresponding to the information processing methods in the embodiments of the present application. The processor 31 executes various functional applications and data processing of the processor by executing non-transitory software programs, instructions and modules stored in the memory 32, that is, implements the information processing method in the above-described method embodiment.
The memory 32 may include a storage program area and a storage data area, wherein the storage program area may store an operating system, an application program required for at least one function; the storage data area may store data created by the processor 31, and the like. Further, the memory 32 may include high speed random access memory, and may also include non-transitory memory, such as at least one magnetic disk storage device, flash memory device, or other non-transitory solid state storage device. In some embodiments, the memory 32 may optionally include memory located remotely from the processor 31, and these remote memories may be connected to the processor 31 via a network. Examples of such networks include, but are not limited to, the internet, intranets, local area networks, mobile communication networks, and combinations thereof.
One or more of the modules described above are stored in the memory 32 and, when executed by the processor 31, perform the information processing method in the embodiment shown in fig. 1.
The details of the electronic device may be understood with reference to the corresponding related description and effects in the embodiment shown in fig. 1, and are not described herein again.
It will be understood by those skilled in the art that all or part of the processes of the methods of the embodiments described above can be implemented by a computer program, which can be stored in a computer-readable storage medium, and when executed, can include the processes of the embodiments of the methods described above. The storage medium may be a magnetic Disk, an optical Disk, a Read-Only Memory (ROM), a Random Access Memory (RAM), a Flash Memory (Flash Memory), a Hard Disk (Hard Disk Drive, abbreviated as HDD), a Solid State Drive (SSD), or the like; the storage medium may also comprise a combination of memories of the kind described above.
The present application is described with reference to flowchart illustrations and/or block diagrams of methods, apparatus (systems), and computer program products according to embodiments of the application. It will be understood that each flow and/or block of the flow diagrams and/or block diagrams, and combinations of flows and/or blocks in the flow diagrams and/or block diagrams, can be implemented by computer program instructions. These computer program instructions may be provided to a processor of a general purpose computer, special purpose computer, embedded processor, or other programmable information processing apparatus to produce a machine, such that the instructions, which execute via the processor of the computer or other programmable information processing apparatus, create means for implementing the functions specified in the flowchart flow or flows and/or block diagram block or blocks.
These computer program instructions may also be stored in a computer-readable memory that can direct a computer or other programmable information processing apparatus to function in a particular manner, such that the instructions stored in the computer-readable memory produce an article of manufacture including instruction means which implement the function specified in the flowchart flow or flows and/or block diagram block or blocks.
These computer program instructions may also be loaded onto a computer or other programmable information processing apparatus to cause a series of operational steps to be performed on the computer or other programmable apparatus to produce a computer implemented process such that the instructions which execute on the computer or other programmable apparatus provide steps for implementing the functions specified in the flowchart flow or flows and/or block diagram block or blocks.
It will be apparent to those skilled in the art that various changes and modifications may be made in the present application without departing from the spirit and scope of the application. Thus, if such modifications and variations of the present application fall within the scope of the claims of the present application and their equivalents, the present application is intended to include such modifications and variations as well.
Claims (10)
1. An information processing method comprising:
acquiring information input by a user, wherein the information input by the user comprises a specific intention;
under the condition that information corresponding to the specific intention cannot be inquired through a specific system, acquiring at least one business variable corresponding to the specific intention and a business value corresponding to each business variable in the at least one business variable;
generating an answer corresponding to the specific intention according to the at least one business variable and a business value corresponding to each business variable in the at least one business variable;
and outputting the answer corresponding to the specific intention to the user.
2. The information processing method according to claim 1, wherein obtaining at least one business variable corresponding to the specific intention includes:
and finding at least one service variable corresponding to the specific intention from an intention variable library according to the specific intention, wherein the intention variable library comprises a plurality of intention variable pairs, and each intention variable pair comprises an intention and at least one service variable.
3. The information processing method according to claim 2, the constructing of the intention variable library comprising:
acquiring historical information input by a user;
and extracting the intents and the corresponding business variables from the historical information to obtain the intention variable library.
4. The information processing method according to claim 1, wherein obtaining a service value corresponding to each of the at least one service variable comprises:
and searching the service value corresponding to each service variable in the at least one service variable from the service variable value set.
5. The information processing method according to claim 1, wherein obtaining a service value corresponding to each of the at least one service variable comprises:
acquiring a constraint condition corresponding to the specific intention from information input by a user and/or user association information, wherein the constraint condition comprises at least one specific business variable and a business value corresponding to the specific business variable;
and under the constraint condition, searching the service value corresponding to each service variable in the at least one service variable from the service variable value set.
6. The information processing method according to claim 4 or 5, wherein the service variable value set includes a plurality of service variable pairs, each service variable pair including a service variable and a service value corresponding to the service variable.
7. The information processing method according to claim 1, further comprising:
acquiring feedback information of a user;
and adjusting an answer template corresponding to the specific intention according to the feedback information, wherein the answer template comprises the at least one business variable, and the answer corresponding to the specific intention is generated through a business value corresponding to each business variable in the at least one business variable and the answer template.
8. The information processing method according to claim 7, wherein when the user's feedback information is unsatisfactory with respect to the answer corresponding to the specific intention, the answer template corresponding to the specific intention is adjusted in accordance with the feedback information.
9. The information processing method according to claim 1, further comprising:
and outputting the message notification subscription information to the user.
10. An information processing apparatus comprising:
the device comprises a first acquisition unit, a second acquisition unit and a display unit, wherein the first acquisition unit is used for acquiring information input by a user, and the information input by the user comprises a specific intention;
a second obtaining unit, configured to obtain, when information corresponding to the specific intent cannot be queried through a specific system, at least one business variable corresponding to the specific intent and a business value corresponding to each business variable in the at least one business variable;
a generating unit, configured to generate an answer corresponding to the specific intention according to the at least one business variable and a business value corresponding to each business variable in the at least one business variable;
and the output unit is used for outputting the answer corresponding to the specific intention to the user.
Priority Applications (1)
| Application Number | Priority Date | Filing Date | Title |
|---|---|---|---|
| CN202110293681.5A CN113076406A (en) | 2021-03-19 | 2021-03-19 | Information processing method and device |
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| Application Number | Priority Date | Filing Date | Title |
|---|---|---|---|
| CN202110293681.5A CN113076406A (en) | 2021-03-19 | 2021-03-19 | Information processing method and device |
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