CN113779238A - Data processing method, device, equipment and computer readable storage medium - Google Patents
Data processing method, device, equipment and computer readable storage medium Download PDFInfo
- Publication number
- CN113779238A CN113779238A CN202010552820.7A CN202010552820A CN113779238A CN 113779238 A CN113779238 A CN 113779238A CN 202010552820 A CN202010552820 A CN 202010552820A CN 113779238 A CN113779238 A CN 113779238A
- Authority
- CN
- China
- Prior art keywords
- data
- content data
- user
- information
- displayed
- Prior art date
- Legal status (The legal status is an assumption and is not a legal conclusion. Google has not performed a legal analysis and makes no representation as to the accuracy of the status listed.)
- Pending
Links
- 238000003672 processing method Methods 0.000 title claims abstract description 37
- 230000008451 emotion Effects 0.000 claims abstract description 76
- 238000000034 method Methods 0.000 claims abstract description 35
- 230000003993 interaction Effects 0.000 claims abstract description 16
- 238000007405 data analysis Methods 0.000 claims abstract description 15
- 230000001960 triggered effect Effects 0.000 claims abstract description 12
- 238000012545 processing Methods 0.000 claims description 23
- 238000007781 pre-processing Methods 0.000 claims description 12
- 238000013500 data storage Methods 0.000 claims description 7
- 238000004458 analytical method Methods 0.000 claims description 4
- 238000001914 filtration Methods 0.000 claims description 4
- 230000011218 segmentation Effects 0.000 claims description 4
- 238000010586 diagram Methods 0.000 description 17
- 230000006854 communication Effects 0.000 description 9
- 238000004891 communication Methods 0.000 description 8
- 230000008569 process Effects 0.000 description 8
- 230000002996 emotional effect Effects 0.000 description 3
- 238000011160 research Methods 0.000 description 2
- 238000004364 calculation method Methods 0.000 description 1
- 230000008859 change Effects 0.000 description 1
- 230000008909 emotion recognition Effects 0.000 description 1
- 230000007774 longterm Effects 0.000 description 1
- 238000010295 mobile communication Methods 0.000 description 1
- 238000012986 modification Methods 0.000 description 1
- 230000004048 modification Effects 0.000 description 1
- 230000036651 mood Effects 0.000 description 1
- 238000003062 neural network model Methods 0.000 description 1
- 238000011022 operating instruction Methods 0.000 description 1
- 230000003287 optical effect Effects 0.000 description 1
- 230000002093 peripheral effect Effects 0.000 description 1
- 238000006467 substitution reaction Methods 0.000 description 1
Images
Classifications
-
- G—PHYSICS
- G06—COMPUTING; CALCULATING OR COUNTING
- G06F—ELECTRIC DIGITAL DATA PROCESSING
- G06F16/00—Information retrieval; Database structures therefor; File system structures therefor
- G06F16/30—Information retrieval; Database structures therefor; File system structures therefor of unstructured textual data
- G06F16/35—Clustering; Classification
-
- G—PHYSICS
- G06—COMPUTING; CALCULATING OR COUNTING
- G06Q—INFORMATION AND COMMUNICATION TECHNOLOGY [ICT] SPECIALLY ADAPTED FOR ADMINISTRATIVE, COMMERCIAL, FINANCIAL, MANAGERIAL OR SUPERVISORY PURPOSES; SYSTEMS OR METHODS SPECIALLY ADAPTED FOR ADMINISTRATIVE, COMMERCIAL, FINANCIAL, MANAGERIAL OR SUPERVISORY PURPOSES, NOT OTHERWISE PROVIDED FOR
- G06Q30/00—Commerce
- G06Q30/01—Customer relationship services
Landscapes
- Engineering & Computer Science (AREA)
- Theoretical Computer Science (AREA)
- General Physics & Mathematics (AREA)
- Business, Economics & Management (AREA)
- Physics & Mathematics (AREA)
- Accounting & Taxation (AREA)
- General Engineering & Computer Science (AREA)
- Databases & Information Systems (AREA)
- Data Mining & Analysis (AREA)
- Development Economics (AREA)
- Economics (AREA)
- Finance (AREA)
- Marketing (AREA)
- Strategic Management (AREA)
- General Business, Economics & Management (AREA)
- User Interface Of Digital Computer (AREA)
Abstract
The present disclosure provides a data processing method, apparatus, device and computer readable storage medium, the method comprising: acquiring a session request sent by user terminal equipment, wherein the session request comprises content data triggered by a user; performing data analysis on the content data, and determining characteristic information corresponding to the content data, wherein the characteristic information comprises intention information and emotion information corresponding to the content data; and forming a data packet to be displayed by the content data and the characteristic information, and sending the data packet to be displayed to a front-end interface of customer service terminal equipment for displaying so that the customer service can perform information interaction with the user according to the content data and the characteristic information. The real-time content data of the user is analyzed in an online mode to obtain the characteristic data, so that the customer service can determine the real-time requirements of the user and the emotion information of the user at the current moment according to the characteristic information, and the user can be provided with better service.
Description
Technical Field
The present disclosure relates to the field of data processing, and in particular, to a data processing method, apparatus, device, and computer readable storage medium.
Background
The online customer service system is a general name of webpage instant messaging software. When the user uses the application software with the customer service, the system distributes a customer service to answer the question of the user. The user can perform information interaction with the customer service in various forms such as characters, voice, pictures, short videos and the like, and accordingly, the information in various forms sent by the user can be displayed on the front-end interface of the customer service, and the user's question can be solved.
In order to improve the service efficiency and the service quality of the customer service, in the prior art, various information such as orders, history records, after sales, logistics and the like of a user are generally displayed to the customer service through an auxiliary information system, so that the customer service can perform information interaction with the user according to the content displayed by the auxiliary information system.
However, the information in the auxiliary information system is calculated, processed, stored and displayed in an off-line manner, and actual needs and actual moods of the user in the communication process cannot be truly displayed to the customer service. For example, in the current customer service form, one customer service generally needs to receive multiple customers simultaneously, and the customers are switched with each other, and if the customer service is switched back again after leaving for a short time, the key requirements of the current customer words and the emotional changes of the users during waiting cannot be quickly known only according to the offline information displayed by the auxiliary information system.
Disclosure of Invention
The present disclosure provides a data processing method, an apparatus, a device and a computer readable storage medium, which are used for solving the technical problems that the existing data processing method cannot quickly know the key demand of the current customer utterance and the emotional change of a user during waiting.
A first aspect of the present disclosure is to provide a data processing method, including:
acquiring a session request sent by user terminal equipment, wherein the session request comprises content data triggered by a user;
performing data analysis on the content data, and determining characteristic information corresponding to the content data, wherein the characteristic information comprises intention information and emotion information corresponding to the content data;
and forming a data packet to be displayed by the content data and the characteristic information, and sending the data packet to be displayed to a front-end interface of customer service terminal equipment for displaying so that the customer service can perform information interaction with the user according to the content data and the characteristic information.
A second aspect of the present disclosure is to provide a data processing method, including:
acquiring a data packet to be displayed sent by a data server, wherein the data packet to be displayed comprises content data and characteristic information, and the characteristic information comprises intention information and emotion information corresponding to the content data;
and sequentially displaying the content data and intention information and emotion information corresponding to the content data on a front-end interface according to a preset display layout.
A third aspect of the present disclosure is to provide a data server, including:
the system comprises an acquisition module, a processing module and a processing module, wherein the acquisition module is used for acquiring a session request sent by user terminal equipment, and the session request comprises content data triggered by a user;
the analysis module is used for carrying out data analysis on the content data and determining characteristic information corresponding to the content data, wherein the characteristic information comprises intention information and emotion information corresponding to the content data;
and the sending module is used for forming a data packet to be displayed by the content data and the characteristic information, and sending the data packet to be displayed to a front-end interface of customer service terminal equipment for displaying so that the customer service can perform information interaction with the user according to the content data and the characteristic information.
A fourth aspect of the present disclosure is to provide a customer service terminal device, including:
the data packet acquisition module is used for acquiring a data packet to be displayed, which is sent by a data server, wherein the data packet to be displayed comprises content data and characteristic information, and the characteristic information comprises intention information and emotion information corresponding to the content data;
and the display module is used for sequentially displaying the content data and the intention information and the emotion information corresponding to the content data on a front-end interface according to a preset display layout.
A fifth aspect of the present disclosure is to provide a data processing apparatus comprising: a memory, a processor;
a memory; a memory for storing the processor-executable instructions;
wherein the processor is configured to perform the data processing method of the first or second aspect by the processor.
A sixth aspect of the present disclosure is to provide a computer-readable storage medium having stored therein computer-executable instructions for implementing the data processing method according to the first or second aspect when executed by a processor.
According to the data processing method, the data processing device, the data processing equipment and the computer readable storage medium, the session request sent by the user terminal equipment is obtained, the content data currently input by the user is analyzed according to the session request, the characteristic information including the intention information and the emotion information in the content data is determined, and therefore the characteristic information can be directly sent to the front-end interface of the customer service terminal equipment to be displayed subsequently. The real-time content data of the user is analyzed in an online mode to obtain the characteristic data, so that the customer service can determine the real-time requirements of the user and the emotion information of the user at the current moment according to the characteristic information, and the user can be provided with better service.
Drawings
In order to more clearly illustrate the embodiments of the present disclosure or the technical solutions in the prior art, the drawings needed to be used in the description of the embodiments or the prior art will be briefly described below, and it is obvious that the drawings in the following description are some embodiments of the present disclosure, and other drawings can be obtained by those skilled in the art according to the drawings.
Fig. 1 is a schematic view of an application scenario of a data processing method according to an embodiment of the present disclosure;
fig. 2 is a schematic flowchart of a data processing method according to a first embodiment of the disclosure;
fig. 3 is a schematic flow chart of a data processing method according to a second embodiment of the disclosure;
fig. 4 is a schematic flowchart of a data processing method according to a third embodiment of the disclosure;
fig. 5 is a schematic view of another application scenario of the data processing method according to the first embodiment of the disclosure;
fig. 6 is a schematic flowchart of a data processing method according to a fourth embodiment of the disclosure;
FIG. 7 is a schematic diagram of a front-end interface provided by an embodiment of the present disclosure;
FIG. 8 is a schematic diagram of a front-end interface according to yet another embodiment of the present disclosure;
FIG. 9 is a schematic diagram of a front-end interface according to yet another embodiment of the present disclosure;
FIG. 10 is a schematic diagram of a front-end interface according to yet another embodiment of the present disclosure;
FIG. 11 is a schematic illustration of yet another front-end interface provided by an embodiment of the present disclosure;
fig. 12 is a schematic structural diagram of a data server according to a fifth embodiment of the present disclosure;
fig. 13 is a schematic structural diagram of a data server according to a sixth embodiment of the present disclosure;
fig. 14 is a schematic structural diagram of a customer service terminal device according to a seventh embodiment of the present disclosure;
fig. 15 is a schematic structural diagram of a data processing apparatus according to an eighth embodiment of the present disclosure.
Detailed Description
To make the objects, technical solutions and advantages of the embodiments of the present disclosure more clear, the technical solutions of the embodiments of the present disclosure will be described clearly and completely with reference to the drawings in the embodiments of the present disclosure, and it is obvious that the described embodiments are some, but not all embodiments of the present disclosure. All other embodiments obtained based on the embodiments in the disclosure belong to the protection scope of the disclosure.
In view of the above-mentioned technical problems that the existing data processing method cannot quickly know the key requirements of the current customer utterance and the emotional changes of the user during waiting, the present disclosure provides a data processing method, apparatus, device and computer-readable storage medium.
It should be noted that the data processing method, apparatus, device, and computer-readable storage medium provided in the present application may be applied to various scenarios requiring information interaction between a user and a customer service.
The existing customer service auxiliary system generally obtains the offline data corresponding to the user after the customer service obtains the session request of the user, and answers and solves the question of the user according to the offline data. However, the off-line data is obtained by calculation at regular time, so that timeliness is low, current actual requirements of users cannot be reflected, and further, customer service cannot provide better service for the users.
In the process of solving the technical problems, the inventor finds out through research that the requirements and the emotion of the user can be analyzed in real time according to content data sent by the user, and the information is displayed on the terminal equipment of the customer service, so that the customer service can timely know the real requirements and the current emotion of the user, and the problem of the user can be solved better.
The inventor further researches and discovers that in order to determine user requirements and user emotions, a session request sent by user terminal equipment can be acquired, content data currently input by a user is analyzed according to the session request, characteristic information including intention information and emotion information in the content data is determined, and therefore the characteristic information can be directly sent to a front-end interface of customer service terminal equipment to be displayed subsequently. The real-time content data of the user is analyzed in an online mode to obtain the characteristic data, so that the customer service can determine the real-time requirements of the user and the emotion information of the user at the current moment according to the characteristic information, and the user can be provided with better service.
A network architecture diagram corresponding to the data processing method according to the embodiment of the present disclosure is described below.
Fig. 1 is a schematic view of an application scenario of a data processing method according to an embodiment of the present disclosure, and as shown in fig. 1, a network architecture based on the present disclosure at least includes: user terminal equipment 1, server 2 and customer service terminal equipment 3. Wherein, the server 2 is written by C/C + +, Java, Shell or Python and other languages; the user terminal 1 and the customer service terminal 3 may be a desktop computer, a tablet computer, etc. The server 2 is in communication connection with the user terminal device 1 and the customer service terminal device 3 respectively, so that information interaction can be performed with the user terminal device 1 and the customer service terminal device 3 respectively.
In the specific application scenario, the server 2 may obtain the session request sent by the user terminal device 1, and randomly allocate a customer service to process the session request of the user according to the session request. In order to make the customer service know the intention and emotion of the user more clearly, the server 2 may further analyze content data in the session request according to the session request of the user, determine intention information and emotion information of the user, and further send the information to the customer service terminal device 3, so that the customer service can view the intention and emotion information on the front-end interface of the customer service terminal device 3.
Fig. 2 is a schematic flow chart of a data processing method according to a first embodiment of the present disclosure, and as shown in fig. 2, the method includes:
The execution subject of the present embodiment is a data server, which may be coupled in a server. The data server can be in communication connection with the user terminal equipment, so that information interaction can be carried out on the user terminal equipment.
The communication modes of the data server, the terminal device and the user terminal device may be Global System for Mobile communication (GSM), Code Division Multiple Access (CDMA), Wideband Code Division Multiple Access (WCDMA), Time Division-Synchronous Code Division Multiple Access (TD-SCDMA), Long Term Evolution (LTE), future 5G, and the like, which is not limited in this embodiment.
In this embodiment, when the user has a problem and needs to inquire about the customer service to communicate with the customer service, the session request may be triggered on the user terminal device, and the user may send the session request by triggering a preset session button, or send the session request for inputting content data, which is not limited in this disclosure. The user terminal device may send the session request to the data server. Accordingly, the data server may obtain the session request sent by the user terminal device. Further, in order to realize the determination of the user requirement and the user emotion, the session request also includes the content data input by the user.
And 102, performing data analysis on the content data, and determining characteristic information corresponding to the content data, wherein the characteristic information comprises intention information and emotion information corresponding to the content data.
In this embodiment, after acquiring the session request, the data server may perform data analysis on the content data carried in the session request, and determine feature information corresponding to the content data. The feature information specifically includes intention information and emotion information corresponding to the content data.
It should be noted that the customer service can provide a service with better quality and more suitable for personalized requirements to the user according to the intention information and emotion information corresponding to the content data. For example, if the intention information of the user a is to inquire about delivery time, the emotion information is peace; the intention information of the user B is to inquire the return flow, the emotion information is anger, and the customer service can select the user session request to be processed preferentially according to the characteristic information, namely the user session request of the user B can be processed preferentially.
And 103, forming a data packet to be displayed by the content data and the characteristic information, and sending the data packet to be displayed to a front-end interface of customer service terminal equipment for displaying so that the customer service can perform information interaction with the user according to the content data and the characteristic information.
In the present embodiment, in order to further improve the processing efficiency of the customer service, after the feature information corresponding to the content data is obtained, the content data and the feature information may be visualized, so that the customer service can view the content data and the feature information more intuitively.
Specifically, the data server can be in communication connection with the customer service terminal device, so that information interaction can be performed with the customer service terminal device. The data server can form a data packet to be displayed according to the content data and the characteristic information, and send the data packet to be displayed to the customer service terminal equipment. Therefore, the customer service can check the content data and the characteristic information on the front-end interface of the customer service terminal equipment, and further can perform information interaction with the user according to the content data and the characteristic information.
In the data processing method provided by this embodiment, the session request sent by the user terminal device is acquired, and the content data currently input by the user is analyzed according to the session request, so as to determine the feature information including the intention information and the emotion information in the content data, and thus, the feature information can be directly sent to the front-end interface of the customer service terminal device for display. The real-time content data of the user is analyzed in an online mode to obtain the characteristic data, so that the customer service can determine the real-time requirements of the user and the emotion information of the user at the current moment according to the characteristic information, and the user can be provided with better service.
Fig. 3 is a schematic flow chart of a data processing method provided in the second embodiment of the present disclosure, and based on the first embodiment, as shown in fig. 3, step 102 specifically includes:
In this embodiment, in order to achieve the acquisition of the feature data corresponding to the content data, a preprocessing operation needs to be performed on the content data to obtain preprocessed target data. And further, data analysis can be performed on the target data, and the characteristic data corresponding to the content data can be determined. By preprocessing the content data in advance, the efficiency and accuracy of data processing can be improved.
Further, on the basis of the first embodiment, the step 201 specifically includes:
analyzing the content data, and determining a timestamp corresponding to the content data;
and determining the frequency of triggering the content data by a user according to the timestamp corresponding to at least one piece of content data to obtain the target data. And/or the presence of a gas in the gas,
and performing word segmentation processing, sensitive word filtering and synonym replacement operation on the content data to obtain the target data.
In this embodiment, the preprocessing of the content data may include performing parsing operation on the content data, and determining a timestamp corresponding to the content data. And then the frequency of triggering the content data by the user can be determined according to the time stamp to obtain the target data. It should be noted that, if the frequency of triggering the content data by the user is fast, the representation of the user situation is urgent, and the customer service needs to process the session request of the user in time. On the contrary, if the frequency of triggering the content data by the user is low, the representation user condition is not an emergency condition, and the customer service can process the session requests of the plurality of users in sequence according to the preset sequence.
Optionally, the preprocessing of the content data may further include performing word segmentation, sensitive word filtering, and synonym replacement on the content data to obtain the target data.
It should be noted that the above two embodiments may be implemented separately or in combination, and when implemented in combination, the frequency of the user content data may be determined first, and the vocabulary in the content data may be processed accordingly to obtain the target data.
According to the data processing method provided by the embodiment, the content data is preprocessed in advance before being processed, so that the efficiency and the accuracy of data processing can be improved.
Fig. 4 is a schematic flow chart of a data processing method according to a third embodiment of the present disclosure, where on the basis of any of the foregoing embodiments, as shown in fig. 4, step 202 specifically includes:
In this embodiment, after the content data is preprocessed, the preprocessed target data may be input to a preset first network model, and emotion information corresponding to the target data is determined. Because the target data comprises the preprocessed content data and/or the frequency of triggering the content data by the user, the emotion information of the user can be accurately determined according to the target data. The first network model may be any model capable of implementing emotion recognition, and may be a neural network model, for example.
The target data is identified, and a text intention and a target subject in the target data are determined, wherein the text intention can be 'logistics consultation', 'commodity consultation', 'return consultation' and the like, and the target subject can be specific commodity information such as 'mobile phone', 'tablet', 'computer' and the like according to an application scene of an e-commerce platform.
And inputting the recognized text intention, the target subject and the emotion information output by the first network model into a preset second network model together to obtain intention information corresponding to the content data. Still in the application scenario of the e-commerce platform, the intention information may be, for example, urging, asking for an order, etc.
In addition to the emotion information and the intention information, the text intention and the target subject may be transmitted to the customer service terminal device together for display.
Fig. 5 is a schematic view of another application scenario of the data processing method according to an embodiment of the present disclosure, and as shown in fig. 5, the network structure based on the present disclosure may further include a data storage device 4, where the data storage device 4 may be communicatively connected to the server 2, so as to perform information interaction with the server 2.
In this specific application scenario, the server 2 randomly allocates a customer service session request to the user according to the session request sent by the user terminal device 1, analyzes the content data in the session request, determines the intention information and emotion information of the user, and then sends the intention information and emotion information to the data storage device 4 for storage.
Based on the above network architecture, after step 102, the method further includes:
and inputting the content data and the characteristic information into preset data storage equipment for storage.
In this embodiment, based on the network architecture, after the data server performs data processing on the content data, the content data and the feature information may be input to a preset data storage device together for storage, so as to be called later.
According to the data processing method provided by the embodiment, the emotion information of the user is identified, the identified emotion information, the text intention and the target main body are input into the preset second network model, the intention information corresponding to the content data is obtained, and therefore the intention information of the user can be accurately determined, the customer service can determine the real-time requirement of the user and the emotion information of the user at the current moment according to the characteristic information, and the better service can be provided for the user.
Fig. 6 is a schematic flow chart of a data processing method according to a fourth embodiment of the present disclosure, and as shown in fig. 6, the method includes:
And 402, sequentially displaying the content data and intention information and emotion information corresponding to the content data on a front-end interface according to a preset display layout.
The execution main body of the embodiment is the customer service terminal device, and the customer service terminal device can be in communication connection with the data server, so that information interaction can be performed with the data server.
In this embodiment, the customer service terminal device may obtain a to-be-displayed data packet sent by the data server, where the to-be-displayed data packet includes content data and feature information, and the feature information includes intention information and emotion information corresponding to the content data. The data packet to be displayed is obtained after the data server obtains the session request sent by the user terminal equipment and processes the data of the session request.
After the data packet to be displayed is obtained, the customer service terminal device may sequentially display the content data and intention information and emotion information corresponding to the content data in a preset front-end interface according to a preset display layout. The front-end interface may be disposed in the customer service terminal device, or may be a display screen independent of the customer service terminal device, and is in communication connection with the customer service terminal device, which is not limited in this disclosure.
Specifically, at least two display areas are arranged on the front-end interface, each display area can display different data, and on the basis of the fourth embodiment, step 402 specifically includes:
displaying the content data in a preset first display area;
and displaying intention information and emotion information corresponding to the content data in a preset second display area.
In this embodiment, the intention information and the emotion information corresponding to the content data may be displayed in a preset first display area, and displayed in a preset second display area.
It should be noted that the first display area and the second display area may be arranged horizontally or longitudinally, and the sizes of the first display area and the second display area may be the same or different, which is not limited in this disclosure. Fig. 7 is a schematic diagram of a front-end interface according to an embodiment of the disclosure, and as shown in fig. 7, the size of the first display area may be smaller than that of the second display area, and the first display area and the second display area may be arranged laterally.
Further, the data packet to be displayed also comprises a timestamp corresponding to the content data;
step 402 specifically includes:
and sequentially displaying the content data and intention information and emotion information corresponding to the content data on a front-end interface according to a preset display layout and a preset sorting rule according to the timestamp.
In this embodiment, in order to facilitate customer service to more clearly process a session request of a user, the content data, and intention information and emotion information corresponding to the content data may be sequentially displayed on a front-end interface according to a preset display layout and a preset sorting rule according to a timestamp corresponding to the content data in the data packet to be displayed. The preset sorting rule may be sorting according to a time sequence or sorting according to a reverse time sequence.
Fig. 8 is a schematic diagram of a front-end interface according to another embodiment of the disclosure, as shown in fig. 8, content data, intention information corresponding to the content data, and emotion information may be displayed in reverse order of time according to the timestamp.
Further, on the basis of the fourth embodiment, after the step 401, the method further includes:
and updating the currently displayed data on the front-end interface according to the timestamp corresponding to the data packet to be displayed.
In this embodiment, in order to enable the customer service to more timely view all content data sent by the current user, after the data packet to be displayed sent by the data server is obtained, the data displayed on the front-end display interface may be updated according to the timestamp corresponding to the data packet to be displayed.
Further, on the basis of the fourth embodiment, the method further includes:
and displaying the time stamp corresponding to the content data in a preset third display area.
In this embodiment, the front-end interface may further include a preset third display area, so that the timestamp of the content data may be displayed in the third display area. The size and the position of the third display area may be preset, or may be set by the user according to actual needs, which is not limited by the present disclosure.
Fig. 9 is a schematic view of a front-end interface according to yet another embodiment of the disclosure, as shown in fig. 9, based on the fourth embodiment, the first display area, the second display area, and the third display area are laterally distributed.
Further, on the basis of the fourth embodiment, the method further includes:
and if the data packet to be displayed does not contain the characteristic information, controlling the first display area and the second display area not to display the content.
In this embodiment, the data packet to be displayed may only include the content data, but does not include the feature information corresponding to the content data, and at this time, the first display area and the second display area may be controlled not to display the content.
For example, the content data may be an end dialog, and at this time, the content data does not include emotion information and intention information, and thus, the first display region and the second display region may be controlled not to display content.
Further, on the basis of the fourth embodiment, the method further includes:
acquiring an editing request triggered by customer service, wherein the editing request comprises data to be edited;
and displaying the data to be edited in a preset fourth display area.
In this embodiment, the customer service may perform an editing operation on the display data in the current front-end interface according to actual requirements, at this time, an editing request triggered by the customer service may be obtained, and the data to be edited in the editing request may be visually displayed in the front-end interface according to the editing request of the customer service. Fig. 10 is a schematic diagram of a front-end interface according to another embodiment of the disclosure, as shown in fig. 10, the data to be edited may be displayed in a preset fourth display area. The fourth display region may be laterally distributed from the first display region, the second display region, and the third display region.
Further, in addition to the content data and the characteristic information, event types including "message", "shake screen", "send order", and the like may be displayed on the front-end interface.
Fig. 11 is a schematic diagram of another front-end interface provided by an embodiment of the present disclosure, as shown in fig. 11, content data may be displayed in a first display area, where the content data may be "ask how my mobile phone has not delivered a product", "why it is so slow", text intention, emotion information, target subject, time type, and intention information corresponding to the content data may be displayed in a second display area, and a timestamp corresponding to the content data may be displayed in a third display area. The content data, the corresponding characteristic information and the corresponding timestamp information can be longitudinally arranged according to the time dimension, and the first display area, the second display area and the third display area are transversely arranged. Therefore, the customer service can check the content data and other characteristic information more intuitively at the front-end interface, the processing efficiency is improved, and more personalized service can be provided for the customer.
In the data processing method provided by this embodiment, after the data packet to be displayed sent by the data server is acquired, the content data and the intention information and emotion information corresponding to the content data are sequentially displayed in a preset front-end interface according to a preset display layout. Therefore, the customer service can determine the real-time requirements of the user and the emotion information at the current moment according to the characteristic information, and can provide better service for the user.
Fig. 12 is a schematic structural diagram of a data server according to a fifth embodiment of the present disclosure, and as shown in fig. 12, the data server includes: the device comprises an obtaining module 51, an analyzing module 52 and a sending module 53, wherein the obtaining module 51 is configured to obtain a session request sent by a user terminal device, and the session request includes content data triggered by a user. An analyzing module 52, configured to perform data analysis on the content data, and determine feature information corresponding to the content data, where the feature information includes intention information and emotion information corresponding to the content data. And the sending module 53 is configured to form a to-be-displayed data packet with the content data and the feature information, and send the to-be-displayed data packet to a front-end interface of a customer service terminal device for displaying, so that the customer service performs information interaction with the user according to the content data and the feature information.
The data server provided in this embodiment determines the feature information including the intention information and the emotion information in the content data by acquiring the session request sent by the user terminal device and analyzing the content data currently input by the user according to the session request, so that the feature information can be directly sent to the front-end interface of the customer service terminal device to be displayed subsequently. The real-time content data of the user is analyzed in an online mode to obtain the characteristic data, so that the customer service can determine the real-time requirements of the user and the emotion information of the user at the current moment according to the characteristic information, and the user can be provided with better service.
Fig. 13 is a schematic structural diagram of a data server provided in a sixth embodiment of the present disclosure, and on the basis of the fifth embodiment, as shown in fig. 13, the analysis module specifically includes: a preprocessing unit 61 and an analyzing unit 62, wherein the preprocessing unit 61 is configured to perform a preprocessing operation on the content data to obtain processed target data. And an analyzing unit 62, configured to perform data analysis on the target data and determine feature information corresponding to the content data.
Further, on the basis of the fifth embodiment, the preprocessing unit 61 is specifically configured to:
analyzing the content data, and determining a timestamp corresponding to the content data;
and determining the frequency of triggering the content data by a user according to the timestamp corresponding to at least one piece of content data to obtain the target data. And/or the presence of a gas in the gas,
and performing word segmentation processing, sensitive word filtering and synonym replacement operation on the content data to obtain the target data.
The data server provided by the embodiment can improve the efficiency and accuracy of data processing by performing preprocessing operation on the content data in advance before performing data processing on the content data.
Further, on the basis of any of the above embodiments, the analysis unit is specifically configured to:
and inputting the target data into a preset first network model to obtain emotion information corresponding to the target data.
Identifying a textual intent in the target data and a target subject.
And inputting the emotion information, the text intention and the target subject to a preset second network model to obtain intention information corresponding to the content data.
Further, the data server further comprises:
and the storage module is used for inputting the content data and the characteristic information into preset data storage equipment for storage.
The data server provided by the embodiment identifies the emotion information of the user, inputs the identified emotion information, text intention and target subject to the preset second network model, and obtains intention information corresponding to the content data, so that the intention information of the user can be accurately determined, the customer service can determine the real-time requirement of the user and the emotion information of the current moment according to the characteristic information, and the better service can be provided for the user.
Fig. 14 is a schematic structural diagram of a customer service terminal device provided in a seventh embodiment of the present disclosure, and as shown in fig. 14, the customer service terminal device includes: the display device comprises a data packet obtaining module 71 and a display module 72, wherein the data packet obtaining module 71 is configured to obtain a data packet to be displayed sent by a data server, the data packet to be displayed includes content data and feature information, and the feature information includes intention information and emotion information corresponding to the content data. And the display module 72 is configured to sequentially display the content data and the intention information and the emotion information corresponding to the content data on a front-end interface according to a preset display layout.
Specifically, at least two display areas are arranged on the front-end interface, each display area can display different data, and on the basis of the seventh embodiment, the display module 72 is specifically configured to:
displaying the content data in a preset first display area;
and displaying intention information and emotion information corresponding to the content data in a preset second display area.
Further, the data packet to be displayed also comprises a timestamp corresponding to the content data;
the display module 72 is specifically configured to:
and sequentially displaying the content data and intention information and emotion information corresponding to the content data on a front-end interface according to a preset display layout and a preset sorting rule according to the timestamp.
Further, on the basis of the seventh embodiment, the customer service terminal device further includes:
and the updating module is used for updating the currently displayed data on the front-end interface according to the timestamp corresponding to the data packet to be displayed.
Further, on the basis of the seventh embodiment, the customer service terminal device further includes:
and the timestamp display module is used for displaying a timestamp corresponding to the content data in a preset third display area.
Further, on the basis of the fourth embodiment, the first display area, the second display area and the third display area are distributed in a transverse direction.
Further, on the basis of the seventh embodiment, the method further includes:
and the control module is used for controlling the first display area and the second display area not to display the content if the data packet to be displayed does not include the characteristic information.
Further, on the basis of the seventh embodiment, the method further includes:
the system comprises an editing request acquisition module, a service triggering module and a service triggering module, wherein the editing request acquisition module is used for acquiring an editing request triggered by a customer service, and the editing request comprises data to be edited;
and the editing module is used for displaying the data to be edited in a preset fourth display area.
In the customer service terminal device provided in this embodiment, after the data packet to be displayed sent by the data server is acquired, the content data and the intention information and emotion information corresponding to the content data are sequentially displayed in a preset front-end interface according to a preset display layout. Therefore, the customer service can determine the real-time requirements of the user and the emotion information at the current moment according to the characteristic information, and can provide better service for the user.
Fig. 15 is a schematic structural diagram of a data processing apparatus according to an eighth embodiment of the present disclosure, and as shown in fig. 15, the data processing apparatus includes: a memory 81, a processor 82;
a memory 81; a memory 81 for storing instructions executable by the processor 82;
wherein the processor 82 is configured to execute the data processing method according to any one of the above embodiments by the processor 82.
The memory 81 stores programs. In particular, the program may include program code comprising computer operating instructions. The memory 81 may comprise a high-speed RAM memory, and may further comprise a non-volatile memory (non-volatile memory), such as at least one disk memory.
The processor 82 may be a Central Processing Unit (CPU), an Application Specific Integrated Circuit (ASIC), or one or more Integrated circuits configured to implement the embodiments of the present disclosure.
Alternatively, in a specific implementation, if the memory 81 and the processor 82 are implemented independently, the memory 81 and the processor 82 may be connected to each other through a bus and perform communication with each other. The bus may be an Industry Standard Architecture (ISA) bus, a Peripheral Component Interconnect (PCI) bus, an Extended ISA (EISA) bus, or the like. The bus may be divided into an address bus, a data bus, a control bus, etc. For ease of illustration, only one thick line is shown in FIG. 14, but this is not intended to represent only one bus or type of bus.
Alternatively, in a specific implementation, if the memory 81 and the processor 82 are integrated on a chip, the memory 81 and the processor 82 may perform the same communication through an internal interface.
Yet another embodiment of the present disclosure further provides a computer-readable storage medium, in which computer-executable instructions are stored, and when the computer-executable instructions are executed by a processor, the computer-readable storage medium is used for implementing the data processing method according to any one of the above embodiments.
It is clear to those skilled in the art that, for convenience and brevity of description, the specific working process of the apparatus described above may refer to the corresponding process in the foregoing method embodiment, and is not described herein again.
Those of ordinary skill in the art will understand that: all or a portion of the steps of implementing the above-described method embodiments may be performed by hardware associated with program instructions. The program may be stored in a computer-readable storage medium. When executed, the program performs steps comprising the method embodiments described above; and the aforementioned storage medium includes: various media that can store program codes, such as ROM, RAM, magnetic or optical disks.
Finally, it should be noted that: the above embodiments are only used for illustrating the technical solutions of the present disclosure, and not for limiting the same; while the present disclosure has been described in detail with reference to the foregoing embodiments, those of ordinary skill in the art will understand that: the technical solutions described in the foregoing embodiments may still be modified, or some or all of the technical features may be equivalently replaced; and such modifications or substitutions do not depart from the spirit and scope of the corresponding technical solutions of the embodiments of the present disclosure.
Claims (17)
1. A data processing method, comprising:
acquiring a session request sent by user terminal equipment, wherein the session request comprises content data triggered by a user;
performing data analysis on the content data, and determining characteristic information corresponding to the content data, wherein the characteristic information comprises intention information and emotion information corresponding to the content data;
and forming a data packet to be displayed by the content data and the characteristic information, and sending the data packet to be displayed to a front-end interface of customer service terminal equipment for displaying so that the customer service can perform information interaction with the user according to the content data and the characteristic information.
2. The method according to claim 1, wherein the performing data analysis on the content data to determine feature information corresponding to the content data includes:
preprocessing the content data to obtain processed target data;
and performing data analysis on the target data to determine characteristic information corresponding to the content data.
3. The method of claim 2, wherein the pre-processing the content data comprises:
analyzing the content data, and determining a timestamp corresponding to the content data;
determining the frequency of triggering the content data by a user according to the timestamp corresponding to at least one piece of content data to obtain the target data; and/or the presence of a gas in the gas,
and performing word segmentation processing, sensitive word filtering and synonym replacement operation on the content data to obtain the target data.
4. The method according to claim 2 or 3, wherein the performing data analysis on the target data to determine the feature information corresponding to the content data comprises:
inputting the target data into a preset first network model to obtain emotion information corresponding to the target data;
identifying a textual intent and a target subject in the target data;
and inputting the emotion information, the text intention and the target subject to a preset second network model to obtain intention information corresponding to the content data.
5. The method according to any one of claims 1 to 3, wherein after performing data analysis on the content data and determining the feature information corresponding to the content data, the method further comprises:
and inputting the content data and the characteristic information into preset data storage equipment for storage.
6. A data processing method, comprising:
acquiring a data packet to be displayed sent by a data server, wherein the data packet to be displayed comprises content data and characteristic information, and the characteristic information comprises intention information and emotion information corresponding to the content data;
and sequentially displaying the content data and intention information and emotion information corresponding to the content data on a front-end interface according to a preset display layout.
7. The method according to claim 6, wherein the sequentially displaying the content data and the intention information and emotion information corresponding to the content data on the front-end interface according to a preset display layout comprises:
displaying the content data in a preset first display area;
and displaying intention information and emotion information corresponding to the content data in a preset second display area.
8. The method according to claim 7, wherein the data packet to be displayed further includes a timestamp corresponding to the content data;
the content data, and the intention information and the emotion information corresponding to the content data are sequentially displayed on the front-end interface according to a preset display layout, and the method comprises the following steps:
and sequentially displaying the content data and intention information and emotion information corresponding to the content data on a front-end interface according to a preset display layout and a preset sorting rule according to the timestamp.
9. The method according to claim 8, wherein after acquiring the data packet to be displayed sent by the data server, the method further comprises:
and updating the currently displayed data on the front-end interface according to the timestamp corresponding to the data packet to be displayed.
10. The method of claim 8, further comprising:
and displaying the time stamp corresponding to the content data in a preset third display area.
11. The method of claim 10, wherein the first display area, the second display area, and the third display area are laterally distributed.
12. The method of claim 7, further comprising:
and if the data packet to be displayed does not contain the characteristic information, controlling the first display area and the second display area not to display the content.
13. The method according to any one of claims 6-12, further comprising:
acquiring an editing request triggered by customer service, wherein the editing request comprises data to be edited;
and displaying the data to be edited in a preset fourth display area.
14. A data server, comprising:
the system comprises an acquisition module, a processing module and a processing module, wherein the acquisition module is used for acquiring a session request sent by user terminal equipment, and the session request comprises content data triggered by a user;
the analysis module is used for carrying out data analysis on the content data and determining characteristic information corresponding to the content data, wherein the characteristic information comprises intention information and emotion information corresponding to the content data;
and the sending module is used for forming a data packet to be displayed by the content data and the characteristic information, and sending the data packet to be displayed to a front-end interface of customer service terminal equipment for displaying so that the customer service can perform information interaction with the user according to the content data and the characteristic information.
15. A customer service terminal device, comprising:
the data packet acquisition module is used for acquiring a data packet to be displayed, which is sent by a data server, wherein the data packet to be displayed comprises content data and characteristic information, and the characteristic information comprises intention information and emotion information corresponding to the content data;
and the display module is used for sequentially displaying the content data and the intention information and the emotion information corresponding to the content data on a front-end interface according to a preset display layout.
16. A data processing apparatus, characterized by comprising: a memory, a processor;
a memory; a memory for storing the processor-executable instructions;
wherein the processor is configured to perform the data processing method of any one of claims 1-5 or 6-13 by the processor.
17. A computer-readable storage medium having computer-executable instructions stored thereon, which when executed by a processor, perform a data processing method as claimed in any one of claims 1-5 or 6-13.
Priority Applications (1)
| Application Number | Priority Date | Filing Date | Title |
|---|---|---|---|
| CN202010552820.7A CN113779238A (en) | 2020-06-17 | 2020-06-17 | Data processing method, device, equipment and computer readable storage medium |
Applications Claiming Priority (1)
| Application Number | Priority Date | Filing Date | Title |
|---|---|---|---|
| CN202010552820.7A CN113779238A (en) | 2020-06-17 | 2020-06-17 | Data processing method, device, equipment and computer readable storage medium |
Publications (1)
| Publication Number | Publication Date |
|---|---|
| CN113779238A true CN113779238A (en) | 2021-12-10 |
Family
ID=78835027
Family Applications (1)
| Application Number | Title | Priority Date | Filing Date |
|---|---|---|---|
| CN202010552820.7A Pending CN113779238A (en) | 2020-06-17 | 2020-06-17 | Data processing method, device, equipment and computer readable storage medium |
Country Status (1)
| Country | Link |
|---|---|
| CN (1) | CN113779238A (en) |
Citations (5)
| Publication number | Priority date | Publication date | Assignee | Title |
|---|---|---|---|---|
| US20170228121A1 (en) * | 2016-02-05 | 2017-08-10 | Intel Corporation | Watch face representation of intent timeline and state and intent elements |
| CN110085262A (en) * | 2018-01-26 | 2019-08-02 | 上海智臻智能网络科技股份有限公司 | Voice mood exchange method, computer equipment and computer readable storage medium |
| KR20190116044A (en) * | 2018-12-20 | 2019-10-14 | 주식회사 머니브레인 | Method and computer readable recording medium for actively analyzing a online chatting session between users and providing analysis results visually to a user, by a conversation understanding ai system |
| CN111030922A (en) * | 2019-12-17 | 2020-04-17 | 腾讯云计算（北京）有限责任公司 | Session display method and device in instant messaging, storage medium and electronic device |
| CN111191130A (en) * | 2019-12-30 | 2020-05-22 | 泰康保险集团股份有限公司 | Information extraction method, device, equipment and computer readable storage medium |
-
2020
- 2020-06-17 CN CN202010552820.7A patent/CN113779238A/en active Pending
Patent Citations (5)
| Publication number | Priority date | Publication date | Assignee | Title |
|---|---|---|---|---|
| US20170228121A1 (en) * | 2016-02-05 | 2017-08-10 | Intel Corporation | Watch face representation of intent timeline and state and intent elements |
| CN110085262A (en) * | 2018-01-26 | 2019-08-02 | 上海智臻智能网络科技股份有限公司 | Voice mood exchange method, computer equipment and computer readable storage medium |
| KR20190116044A (en) * | 2018-12-20 | 2019-10-14 | 주식회사 머니브레인 | Method and computer readable recording medium for actively analyzing a online chatting session between users and providing analysis results visually to a user, by a conversation understanding ai system |
| CN111030922A (en) * | 2019-12-17 | 2020-04-17 | 腾讯云计算（北京）有限责任公司 | Session display method and device in instant messaging, storage medium and electronic device |
| CN111191130A (en) * | 2019-12-30 | 2020-05-22 | 泰康保险集团股份有限公司 | Information extraction method, device, equipment and computer readable storage medium |
Similar Documents
| Publication | Publication Date | Title |
|---|---|---|
| CN109587360B (en) | Electronic device, method for coping with tactical recommendation, and computer-readable storage medium | |
| CN105893465B (en) | Automatic question answering method and device | |
| CN110659360A (en) | Man-machine conversation method, device and system | |
| CN110472224B (en) | Quality of service detection method, apparatus, computer device and storage medium | |
| CN109065053B (en) | Method and apparatus for processing information | |
| US20140236596A1 (en) | Emotion detection in voicemail | |
| DE102016125801A1 (en) | Non-deterministic task initiation by a personal assistant module | |
| CN112527994A (en) | Emotion analysis method, emotion analysis device, emotion analysis equipment and readable storage medium | |
| CN109684455A (en) | The implementation method and device of intelligent customer service system, equipment, readable storage medium storing program for executing | |
| CN111241260A (en) | Data processing method, device and equipment based on human-computer interaction and storage medium | |
| CN111597818B (en) | Call quality inspection method, device, computer equipment and computer readable storage medium | |
| CN110598008A (en) | Data quality inspection method and device for recorded data and storage medium | |
| US20150179165A1 (en) | System and method for caller intent labeling of the call-center conversations | |
| CN111831875A (en) | Data processing method, device, equipment and storage medium | |
| CN116150339A (en) | Dialogue method, dialogue device, dialogue equipment and dialogue storage medium | |
| CN110909768B (en) | Method and device for acquiring marked data | |
| CN114171063A (en) | Real-time telephone traffic customer emotion analysis assisting method and system | |
| WO2020042164A1 (en) | Artificial intelligence systems and methods based on hierarchical clustering | |
| CN113779238A (en) | Data processing method, device, equipment and computer readable storage medium | |
| CN115905490B (en) | Man-machine interaction dialogue method, device and equipment | |
| CN111857875A (en) | Method and device for displaying plug-ins | |
| KR102236424B1 (en) | Device, method and program for support call center counselor based on AI | |
| CN114297380A (en) | Data processing method, device, equipment and storage medium | |
| CN113127058A (en) | Data annotation method, related device and computer program product | |
| CN111626834B (en) | Intelligent tax processing method, device, terminal and medium |
Legal Events
| Date | Code | Title | Description |
|---|---|---|---|
| PB01 | Publication | ||
| PB01 | Publication | ||
| SE01 | Entry into force of request for substantive examination | ||
| SE01 | Entry into force of request for substantive examination |