CN114117157B - Session processing method, apparatus, computer device and storage medium - Google Patents
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Abstract
The present application relates to a session processing method, apparatus, computer device, storage medium and computer program product. The method comprises the following steps: receiving session content input in a customer service session window of a target service receiver; carrying out intention recognition on the session content to obtain an intention recognition result and corresponding intention recognition probability; determining, by the target customer service robot, response content corresponding to the session content based on the intention recognition result; if the intention recognition probability is greater than or equal to a preset threshold value, returning the response content to the target service receiver; if the intention recognition probability is smaller than a preset threshold, initiating early warning to the artificial customer service account to prompt the artificial customer service corresponding to the artificial customer service account to reply to the session content; and after the reply content of the manual customer service for the session content is obtained, returning the reply content to the target service receiver. The method can improve the efficiency of session processing.
Description
Technical Field
The present disclosure relates to the field of artificial intelligence technologies, and in particular, to a session processing method, apparatus, computer device, and storage medium.
Background
With the development of artificial intelligence technology, an intelligent customer service technology appears, and the traditional intelligent customer service technology can utilize algorithms such as Natural Language Processing (NLP) and artificial intelligent machine learning (MACHINE LEARNING), and the like, and combine knowledge management, automatic question-answering and other systems to perform conversation with consultants so as to help establish a quick and effective communication bridge between sellers and consultants.
Although the current intelligent customer service can handle some common and basic problems, the situation that the intelligent customer service cannot provide accurate service still exists. Under the condition that the intelligent customer service cannot provide accurate service, the consultant can perform service switching operation of switching to the manual service and wait for switching to the manual service, and after switching to the manual service, the manual service and the consultant reestablish a session to provide the consultation service. In the transition to the obvious state, the problem that the reaction time for the intelligent customer service to the artificial customer service is too long cannot be avoided, so that the conversation processing efficiency is reduced.
Disclosure of Invention
In view of the foregoing, it is desirable to provide a session processing method, apparatus, computer device, computer-readable storage medium, and computer program product that can improve efficiency.
In a first aspect, the present application provides a session processing method. The method comprises the following steps:
receiving session content input in a customer service session window of a target service receiver; a service head portrait corresponding to the service unit is displayed in the customer service session window; the service unit includes a plurality of service providers that provide services to the target service receiver; the service provider comprises a manual customer service account number and a bound target customer service robot;
carrying out intention recognition on the session content to obtain an intention recognition result and corresponding intention recognition probability;
determining, by the target customer service robot, response content corresponding to the session content based on the intention recognition result;
if the intention recognition probability is greater than or equal to a preset threshold value, returning the response content to the target service receiver, so that the response content and the service head portrait are correspondingly displayed in a customer service session window;
if the intention recognition probability is smaller than a preset threshold, initiating early warning to the artificial customer service account to prompt the artificial customer service corresponding to the artificial customer service account to reply to the session content;
And after the reply content of the manual customer service aiming at the session content is obtained, returning the reply content to the target service receiver, so that the reply content and the service head portrait are correspondingly displayed in the customer service session window.
In one embodiment, the artificial customer service account corresponds to an artificial customer service interface; the manual customer service interface contains a session list of each session provided by the service unit; the conversation list displays the identification of the service provider currently providing service for each conversation in the service unit; the identification comprises a target identification of a target customer service robot which provides service for the target service receiver currently;
if the intention recognition probability is smaller than a preset threshold, initiating early warning to the artificial customer service account to prompt the artificial customer service corresponding to the artificial customer service account to reply to the session content, wherein the prompting comprises the following steps:
if the intention recognition probability is smaller than a preset threshold value, then
Triggering to determine the target identification in the conversation list of the artificial customer service interface, and carrying out early warning prompt based on the target identification so as to prompt the artificial customer service corresponding to the artificial customer service account to reply to the conversation content.
In one embodiment, the reply content of the manual service for the session content is obtained through a reply content obtaining step; the reply content acquisition step includes:
responding to the session switching operation aiming at the target mark in the session list, and switching the target session corresponding to the target mark into the artificial customer service interface to serve as a target session window; the target session is a session performed by the target service receiver and the target customer service robot;
displaying the response content as auxiliary information in the manual customer service interface;
and acquiring reply content input by the manual customer service in the target session window based on the reply content.
In one embodiment, the method further comprises:
in the target session window in the artificial customer service interface, the reply content and the artificial customer service identifier are correspondingly displayed;
and in the conversation list in the artificial customer service interface, changing the target identification into the identification of the artificial customer service.
In one embodiment, the method further comprises:
if the intention recognition probability meets the accurate recognition condition, executing the step of determining response content corresponding to the session content based on the intention recognition result by the target customer service robot;
If the intention recognition probability does not meet the accurate recognition condition, acquiring similar sentences of the conversation content through the target customer service robot, and returning the similar sentences to the target service receiver so that the similar sentences and the service head portrait are correspondingly displayed in the customer service conversation window.
In one embodiment, the method further comprises:
inputting the session content into an emotion analysis model to obtain an emotion analysis result output by the emotion analysis model;
and if the emotion analysis result indicates that the target service receiver has negative emotion, initiating early warning to the artificial customer service account.
In one embodiment, the method further comprises:
performing rule matching on the target session content according to an anomaly detection rule to obtain a rule matching result;
and if the rule matching result represents abnormal conversation, initiating early warning to the artificial customer service account.
In a second aspect, the present application further provides a session processing apparatus. The device comprises:
the receiving module is used for receiving the session content input in the customer service session window of the target service receiver; a service head portrait corresponding to the service unit is displayed in the customer service session window; the service unit includes a plurality of service providers that provide services to the target service receiver; the service provider comprises a manual customer service account number and a bound target customer service robot;
The acquisition module is used for carrying out intention recognition on the session content to obtain an intention recognition result and corresponding intention recognition probability; determining, by the target customer service robot, response content corresponding to the session content based on the intention recognition result; if the intention recognition probability is greater than or equal to a preset threshold value, returning the response content to the target service receiver, so that the response content and the service head portrait are correspondingly displayed in a customer service session window; if the intention recognition probability is smaller than a preset threshold, initiating early warning to the artificial customer service account to prompt the artificial customer service corresponding to the artificial customer service account to reply to the session content;
and the reply module is used for returning the reply content to the target service receiver after the reply content of the manual customer service aiming at the session content is acquired, so that the reply content and the service head portrait are correspondingly displayed in the customer service session window.
In a third aspect, the present application also provides a computer device. The computer device comprises a memory storing a computer program and a processor implementing the steps of the methods described in the embodiments of the present application when the processor executes the computer program.
In a fourth aspect, the present application also provides a computer-readable storage medium. The computer readable storage medium has stored thereon a computer program which, when executed by a processor, implements the steps of the methods described in the embodiments of the present application.
In a fifth aspect, the present application also provides a computer program product. The computer program product comprises a computer program which, when executed by a processor, implements the steps of the methods described in the embodiments of the present application.
The session processing method, the session processing device, the computer equipment, the storage medium and the computer program product receive the session content input in the customer service session window of the target service receiver; a service head portrait corresponding to the service unit is displayed in the customer service session window; the service unit includes a plurality of service providers that provide services to the target service receiver; the service provider comprises a manual customer service account number and a bound target customer service robot; carrying out intention recognition on the session content to obtain an intention recognition result and corresponding intention recognition probability; determining response content corresponding to the session content based on the intention recognition result by the target customer service robot; if the intention recognition probability is greater than or equal to a preset threshold value, returning response content to the target service receiver, so that the response content and the service head portrait are correspondingly displayed in the customer service session window; if the intention recognition probability is smaller than a preset threshold, initiating early warning to the artificial customer service account to prompt the artificial customer service corresponding to the artificial customer service account to reply to the session content; after the reply content of the manual customer service aiming at the session content is obtained, the reply content is returned to the target service receiver, so that the reply content and the service head image are correspondingly displayed in the customer service session window. In this scheme, provide the service to the target service receiver through the service unit, the reply content of artifical customer service and the reply content of intelligent customer service robot are respectively with the service head portrait and show, when intelligent customer service can't provide accurate service, in time remind artifical customer service to intervene to can be in service receiver's the condition of not perceiving, the manual customer service provides the service in the service unit of conveniently switching, avoided the operation of service switching and switching wait duration, therefore, can improve the efficiency of conversation processing when guaranteeing to provide accurate service.
Drawings
FIG. 1 is an application environment diagram of a session handling method in one embodiment;
FIG. 2 is a flow diagram of a session handling method in one embodiment;
FIG. 3a is a schematic diagram of an artificial customer service interface in one embodiment;
FIG. 3b is a schematic diagram of a customer session window in one embodiment;
FIG. 4a is a timing diagram of session processing in one embodiment;
FIG. 4b is a timing diagram of anomaly detection in one embodiment;
FIG. 5 is a block diagram of a session handling apparatus in one embodiment;
FIG. 6 is an internal block diagram of a computer device in one embodiment;
fig. 7 is an internal structural diagram of a computer device in one embodiment.
Detailed Description
In order to make the objects, technical solutions and advantages of the present application more apparent, the present application will be further described in detail with reference to the accompanying drawings and examples. It should be understood that the specific embodiments described herein are for purposes of illustration only and are not intended to limit the present application.
The session processing method provided by the embodiment of the application can be applied to an application environment shown in fig. 1. Wherein the first terminal 102 and the second terminal 106 communicate with the server 104 via a network, respectively. The data storage system may store data that the server 104 needs to process. The data storage system may be integrated on the server 104 or may be located on a cloud or other network server. The first terminal 102 may present a customer service session window with a service header corresponding to the service unit to the target service recipient. The server 104 may receive session content entered in a customer service session window of the intended service recipient; the service unit includes a plurality of service providers that provide services to the target service receiver; the service provider comprises a manual customer service account number and a bound target customer service robot; the server 104 can perform intention recognition on the session content to obtain an intention recognition result and corresponding intention recognition probability; the server 104 may determine response contents corresponding to the session contents based on the intention recognition result through the target customer service robot; if the intention recognition probability is greater than or equal to the preset threshold, the server 104 may return the response content to the target service receiver through the first terminal 102, so that the response content and the service head portrait are correspondingly displayed in the customer service session window; if the intention recognition probability is smaller than the preset threshold, the server 104 can initiate early warning to the artificial customer service account through the second terminal 106 so as to prompt the artificial customer service corresponding to the artificial customer service account to reply to the session content; the server 104 may return the reply content to the target service recipient after acquiring the reply content of the manual service for the session content. The first terminal 102 may display the reply content corresponding to the service header in the customer service session window. The first terminal 102 and the second terminal 106 may be, but not limited to, various personal computers, notebook computers, smart phones, tablet computers, internet of things devices and portable wearable devices, and the internet of things devices may be smart speakers, smart televisions, smart air conditioners, smart vehicle devices, and the like. The portable wearable device may be a smart watch, smart bracelet, headset, or the like. The server 104 may be implemented as a stand-alone server or as a server cluster of multiple servers.
It will be appreciated that the first terminal 102 may be a service receiving end and the second terminal 106 may be a service providing end.
In one embodiment, as shown in fig. 2, a session processing method is provided, which may be jointly executed by the first terminal, the second terminal and the server in fig. 1, and implemented through interaction between the terminal and the server, and includes the following steps:
s202, receiving the session content input in the customer service session window of the target service receiver.
The service receiving party refers to a party receiving the service provided by the service unit. The customer service session window refers to a session window for providing customer service to the target service receiver. And displaying a service head portrait corresponding to the service unit in the customer service session window. The service avatar refers to an avatar uniquely corresponding to a service unit. It is understood that whether any service provider in a service unit provides a service, an avatar uniquely corresponding to the service unit is displayed. The service unit includes a plurality of service providers that provide services to the intended service recipient. The service provider comprises a manual customer service account number and a bound target customer service robot.
Specifically, the target service receiver may initiate a customer service session at the service receiver, and the service receiver may display a customer service session window with a service header to the target service receiver. The target service receiver can input the session content in the customer service session window, the service receiver can send the session content to the server, and the server can receive the session content.
S204, carrying out intention recognition on the session content to obtain an intention recognition result and corresponding intention recognition probability; and determining response content corresponding to the session content based on the intention recognition result by the target customer service robot.
The intention recognition is to recognize the intention of the conversation content. The intention recognition probability refers to a probability of recognizing an intention of the session content, that is, an intention recognition accuracy. It will be appreciated that the higher the probability of intent recognition, the more accurate the intent recognition. The customer service robot is an intelligent robot for providing customer service to a service receiver. The response content is a content indicating that the session content is responded to. It will be appreciated that the interaction between the service provider and the service recipient is such that the service provider needs to respond to the incoming session content of the service recipient.
Specifically, the server can perform intention recognition on the session content to obtain an intention recognition result and a corresponding intention recognition probability. The server can determine the response content corresponding to the session content from the intention recognition result according to the intention recognition probability through the target customer service robot. For example, when the intention recognition probability is very high, the server may directly use the intention recognition result as the answer content corresponding to the session content.
In one embodiment, the intention recognition result may include at least one of answer content corresponding to the session content, a similar sentence similar to the session content, and unidentifiable hint information. It will be appreciated that the intent recognition result corresponds to an intent recognition probability, and that different intent recognition probabilities correspond to different intent recognition results. For example, when the intention recognition probability is very low, i.e., unrecognizable, the intention recognition result may be unrecognizable prompt. When the intention recognition probability is very low, i.e., the accurate recognition, the intention recognition result may be the answer content corresponding to the session content. When the intention recognition probability is moderate, that is, the recognition cannot be accurately performed, the intention recognition result may be a similar sentence similar to the conversation content.
In one embodiment, the server may match the conversational content with sentences in the sentence sample library to identify intent of the conversational content. It can be appreciated that when the content of a conversation matches a sentence in a sentence sample library, the two are the same intent. The server may take the degree of matching between the conversation content and the sentences in the sentence sample library as the intent recognition probability.
S206, if the intention recognition probability is greater than or equal to a preset threshold value, returning response content to the target service receiver, so that the response content and the service head portrait are correspondingly displayed in the customer service session window; if the intention recognition probability is smaller than the preset threshold, an early warning is initiated to the artificial customer service account, so that the artificial customer service corresponding to the artificial customer service account is prompted to reply to the session content.
The preset threshold is used for judging accurate matching. It can be appreciated that if the intention recognition probability is greater than or equal to a preset threshold, the matching can be performed accurately; if the intention recognition probability is smaller than the preset threshold value, the matching cannot be accurately performed.
Specifically, the server may compare the intention recognition probability with a preset threshold, and if the intention recognition probability is greater than or equal to the preset threshold, send the response content to the service receiving end, so as to return the response content to the target service receiving party. And the service receiving end receives the response content and correspondingly displays the response content and the service head portrait in the customer service session window. If the intention recognition probability is smaller than the preset threshold, the server can initiate early warning to the artificial customer service account to prompt the artificial customer service corresponding to the artificial customer service account to reply to the session content.
In one embodiment, the server may send the early warning information to a service provider where the artificial customer service account is located, and the service provider may prompt, in the artificial customer service interface, that the artificial customer service corresponding to the artificial customer service account replies to the session content based on the early warning information.
S208, after the reply content of the manual customer service for the session content is obtained, the reply content is returned to the target service receiver, so that the reply content and the service head portrait are correspondingly displayed in the customer service session window.
The reply content refers to content that a manual customer service replies to the session content.
Specifically, after the server obtains the reply content of the manual customer service for the session content, the server may send the reply content to the service receiving end, so as to return the reply content to the target service receiving party. The service receiving end receives the reply content, and displays the received reply content and the service head portrait correspondingly in the customer service session window. It can be understood that the response content and the response content are displayed corresponding to the service header, and the response information of one service providing object is displayed in the customer service session window.
In the session processing method, receiving session content input in a customer service session window of a target service receiver; a service head portrait corresponding to the service unit is displayed in the customer service session window; the service unit includes a plurality of service providers that provide services to the target service receiver; the service provider comprises a manual customer service account number and a bound target customer service robot; carrying out intention recognition on the session content to obtain an intention recognition result and corresponding intention recognition probability; determining response content corresponding to the session content based on the intention recognition result by the target customer service robot; if the intention recognition probability is greater than or equal to a preset threshold value, returning response content to the target service receiver, so that the response content and the service head portrait are correspondingly displayed in the customer service session window; if the intention recognition probability is smaller than a preset threshold, initiating early warning to the artificial customer service account to prompt the artificial customer service corresponding to the artificial customer service account to reply to the session content; after the reply content of the manual customer service aiming at the session content is obtained, the reply content is returned to the target service receiver, so that the reply content and the service head image are correspondingly displayed in the customer service session window. In this scheme, provide the service to the target service receiver through the service unit, the reply content of artifical customer service and the reply content of intelligent customer service robot are respectively with the service head portrait and show, when intelligent customer service can't provide accurate service, in time remind artifical customer service to intervene to can be in service receiver's the condition of not perceiving, the manual customer service provides the service in the service unit of conveniently switching, avoided the operation of service switching and switching wait duration, therefore, can improve the efficiency of conversation processing when guaranteeing to provide accurate service.
In one embodiment, the artificial customer service account corresponds to an artificial customer service interface; the manual customer service interface contains a session list of each session provided by the service unit; the conversation list displays the identification of the service provider currently providing service for each conversation in the service unit; the identification comprises a target identification of a target customer service robot which provides service for a target service receiver currently; if the intention recognition probability is smaller than a preset threshold, initiating early warning to the artificial customer service account to prompt the artificial customer service corresponding to the artificial customer service account to reply to the session content, wherein the step of prompting the artificial customer service to reply comprises the following steps: if the intention recognition probability is smaller than a preset threshold, triggering to determine a target identification in the conversation list of the artificial customer service interface, and carrying out early warning prompt based on the target identification so as to prompt the artificial customer service corresponding to the artificial customer service account to reply to the conversation content.
The session list refers to a list of each session provided by the service unit.
Specifically, if the server determines that the intention recognition probability is smaller than the preset threshold, that is, the customer service robot cannot provide accurate service, the service providing end is triggered to determine the target identifier in the manual customer service interface session list. The service providing end can carry out early warning prompt on the artificial customer service by changing the target mark in the artificial customer service interface so as to prompt the artificial customer service corresponding to the artificial customer service account to reply to the session content. It can be appreciated that the pre-warning is used to prompt the human customer service to reply to the session content. The early warning prompt can be carried out on the manual customer service no matter the customer service robot can not provide service or the manual customer service can provide service currently.
In one embodiment, the target identifier may include at least one of a name of the service recipient, a customer service robot avatar, and a human customer service avatar.
In one embodiment, the service provider may present the session list in the form of longitudinally arranged cells. Each cell displays an identification of a service provider currently providing service for each session in the service unit. It can be appreciated that the service provider can demonstrate the service condition of the service provider in the service unit to the human customer service through the session list.
In one embodiment, the service provider may prompt the artificial customer service by flashing the target identifier, changing the color of the target identifier, changing the target identifier, or the like in the artificial customer service interface.
In this embodiment, if the intention recognition probability is smaller than a preset threshold, the method triggers to determine a target identifier in a session list of an artificial customer service interface, and carries out early warning prompt based on the target identifier, so as to prompt the artificial customer service corresponding to the artificial customer service account to reply to the session content, when the customer service robot cannot provide accurate service, the artificial customer service is more intuitively warned by changing the target identifier on the artificial customer service interface, so that the service receiver intervenes under the condition of no perception, and when the service receiver is provided with service, the pre-filtering effect of the customer service robot is ensured, and the labor cost is reduced.
In one embodiment, the reply content of the manual customer service for the session content is obtained through a reply content obtaining step; the reply content acquisition step includes: responding to the session switching operation aiming at the target mark in the session list, and switching the target session corresponding to the target mark into the manual customer service interface to serve as a target session window; the target session is a session performed by the target service receiver and the target customer service robot; the response content is used as auxiliary information to be displayed in the artificial customer service interface; and acquiring reply content input by the manual customer service in the target session window based on the reply content.
The auxiliary information is information for assisting the manual customer service to reply to the session content.
Specifically, the artificial customer service may perform a session switching operation for the target identifier in the session list, and the service provider may perform the operation to switch the target session corresponding to the target identifier into the artificial customer service interface as a target session window. It will be appreciated that the artificial customer service may switch to any session window in the artificial customer service interface where the service unit provides services. The target session is a session by the target service recipient and the target customer service robot. The service provider displays the response content as auxiliary information in the manual customer service interface, and the manual customer service can directly adopt the response content as the response content or modify the response content to obtain the response content. It can be understood that the manual service may not adopt the response content, and directly input the response content in the target session window, and the service provider may obtain the response content input by the manual service in the target session window based on the response content.
In one embodiment, the artificial customer service may click on the target identifier in the session list, and trigger the service provider to switch the target session corresponding to the target identifier to the artificial customer service interface as a target session window.
In this embodiment, the manual service interface includes session windows provided by the service unit, so that the manual service can manage and control sessions provided by the service unit to provide accurate service for the service receiver, and after intervention of the manual service, the service robot can continue to work to provide auxiliary information for reply to the manual service, thereby reducing labor cost.
In one embodiment, the method further comprises: in a target session window in the artificial customer service interface, the reply content is correspondingly displayed with the identification of the artificial customer service; and changing the target identification into the identification of the artificial customer service in the conversation list in the artificial customer service interface.
Specifically, the human customer service may un-host the service of the customer service robot in the target session window. The service providing end can respond to the operation of unmanaged artificial customer service, allow the artificial customer service to reply to the conversation content, and correspondingly display the reply content and the identification of the artificial customer service in a target conversation window in the artificial customer service interface after obtaining the reply content. The service provider can change the target identifier into the identifier of the artificial customer service in the conversation list in the artificial customer service interface when the artificial customer service provides the service. The identification of the artificial customer service may be a head portrait of the artificial customer service.
In one embodiment, as shown in fig. 3a and 3b, there are a manual customer service interface and a customer service session window, respectively. The service receiving end can display the response content or the reply content corresponding to the service head portrait to the service receiving end in the customer service session window, and the service receiving end perceives one service provider in the whole process, namely perceives the whole process as manual customer service. The service providing end can provide service for the manual customer service display service unit in the manual customer service interface. For example, "applet- > front page- > borrow-removal" and "three deductions at 8, 12 and 17 points per day" are response contents returned from the customer service robot to the service receiver; the method includes the steps of ' very sorry, you are first in danger, I contact with background personnel now, help you inquire ' and ' because a banking system is maintained at night, you can receive ' reply content which is reply to session content by a manual customer service after 4 am '. Obviously, the response content and the response content are different in the customer service session window and the display of the manual customer service interface, a service receiver cannot know whether the customer service is provided by the manual customer service or the customer service robot, and the manual customer service can intervene in time when the customer service robot cannot provide accurate service, so that the service receiver perceives the manual customer service in the whole course.
In the manual customer service interface, the left side is a session list, and the right side is a target session window. The conversation list is displayed in cells arranged in a longitudinal direction, and each cell is provided with a name of a service receiver and an avatar of a service provider corresponding to each conversation. The target session window shows that the service receiver in the left session list is Zhang two, and a session for providing service by the customer service robot currently exists, and the manual customer service can click the cell to enter the target session window. It will be appreciated that the "unmanaged" button is used to unmask the service of the customer service robot, after which the "unmanaged" may be converted to "hosted". The manual customer service may click on the "host" button, causing the customer service robot to provide service. When the customer service robot cannot provide accurate service, a manual customer service intervention is requested, for example, a service receiver is 'Zhang Si', a service provider can flash or shake for a cell where the customer service robot is located, and the color of the cell is changed to prompt manual customer service. Such as the cell flashing and changing from white to red. For the current session of the service provided by the manual service, the service provider also prompts the manual service. For example, the service receiver is Zhang Jiu, the service provider can set the color differently for the cell where the manual customer service is located, for example, the customer service robot can normally provide the service in white, the customer service robot can not provide the service in red, and the manual customer service provides the service in blue.
In the embodiment, in a target session window in the artificial customer service interface, the reply content is correspondingly displayed with the identification of the artificial customer service; in a conversation list in the artificial customer service interface, the target identification is changed into the identification of the artificial customer service, so that the artificial customer service can be prompted in multiple aspects, and accurate service can be provided for a service receiver.
In one embodiment, the method further comprises: if the intention recognition probability meets the accurate recognition condition, executing a step of determining response content corresponding to the session content based on the intention recognition result by the target customer service robot; if the intention recognition probability does not meet the accurate recognition condition, the target customer service robot acquires similar sentences of the conversation content and returns the similar sentences to the target service receiver, so that the similar sentences and the service head portrait are correspondingly displayed in the customer service conversation window.
The precise recognition condition refers to a condition for judging precise recognition.
In one embodiment, the precise recognition condition may include the intent recognition probability being greater than or equal to the first recognition threshold. It is understood that if the intention recognition probability is greater than or equal to the first recognition threshold, it means that the precise recognition condition is satisfied. For example, the first recognition threshold is 90%, and if the intention recognition probability is greater than 90%, it indicates that the accurate recognition condition is satisfied. The first recognition threshold is also known as a precise recognition threshold, i.e., a value greater than or equal to the first recognition threshold indicates a precise recognition.
In another embodiment, the precise recognition condition may include that the intention recognition probability is located in a preset precise recognition probability interval.
In one embodiment, if the intention recognition probability does not meet the precise recognition condition, but meets the fuzzy recognition condition, a similar sentence of the conversation content is acquired through the target customer service robot.
In one embodiment, the fuzzy recognition condition may include an intent recognition probability being less than a first recognition threshold and greater than or equal to a second recognition threshold. It is understood that satisfying the fuzzy recognition condition indicates that the intention can be recognized, but that the recognition is not accurate enough. For example, the first recognition threshold is 90% and the second recognition threshold is 80%, and if the intention recognition probability is between 80% and 90%, it is determined that the fuzzy recognition condition is satisfied.
In one embodiment, if the intention recognition probability does not meet the precise recognition condition and does not meet the fuzzy recognition condition, the intention recognition result is that the intention cannot be recognized, and further prompt information for prompting the service receiver to ask again can be returned.
Specifically, the server may compare the accurate recognition condition with the intention recognition probability, and if the intention recognition probability satisfies the accurate recognition condition, execute the step of determining, by the target customer service robot, the answer content corresponding to the session content based on the intention recognition result; if the intention recognition probability does not meet the accurate recognition condition, the target customer service robot acquires similar sentences of the conversation content and returns the similar sentences to the target service receiver, so that the similar sentences and the service head portrait are correspondingly displayed in the customer service conversation window. It can be appreciated that if the probability of intent recognition does not meet the precise recognition condition, it indicates that precise recognition cannot be performed, and that the customer service robot does not understand the problem, i.e., the similar sentence, the service recipient can return to questions that the recipient can ask.
In one embodiment, if the intention recognition probability does not meet the accurate recognition condition once or a plurality of times, the server can trigger in the artificial customer service interface to perform early warning prompt on the artificial customer service.
In this embodiment, if the intention recognition probability satisfies the accurate recognition condition, a step of determining, by the target customer service robot, a response content corresponding to the session content based on the intention recognition result is performed; if the intention recognition probability does not meet the accurate recognition condition, the target customer service robot acquires similar sentences of the conversation content and returns the similar sentences to the target service receiver, so that the similar sentences and the service head portrait are correspondingly displayed in the customer service conversation window.
In one embodiment, the method further comprises: inputting the session content into an emotion analysis model to obtain an emotion analysis result output by the emotion analysis model; and if the emotion analysis result indicates that the target service receiver has negative emotion, initiating early warning to the artificial customer service account.
The emotion analysis model is a model for analyzing emotion of a service receiver.
Specifically, the server may input the session content to the emotion analysis model to obtain an emotion analysis result output by the emotion analysis model, where the emotion analysis result may be an emotion state value for representing a current emotion state, and if the emotion analysis result represents that the target service receiver has a negative emotion, that is, the emotion state value reaches a preset emotion threshold, early warning is initiated to the artificial customer service account.
In one embodiment, session histories of a service receiver and a service provider can be stored in a session database, a developer can obtain the history session records from the session database through a terminal, perform satisfaction marking operation on contents in the history session records, extract positive session samples, neutral session samples and negative session samples from the history session records, and construct an emotion analysis model based on the positive session samples, the neutral session samples and the negative session samples.
In this embodiment, the session content is input to the emotion analysis model to obtain an emotion analysis result output by the emotion analysis model; if the emotion analysis result represents that the target service receiver has negative emotion, an early warning is initiated to the artificial customer service account, so that the artificial customer service can be prompted when the emotion of the service receiver is bad, timely intervention of the artificial customer service is ensured, accurate service is provided, and experience of the service receiver is improved.
In one embodiment, the method further comprises: performing rule matching on the target session content according to the anomaly detection rule to obtain a rule matching result; and if the rule matching result represents abnormal conversation, initiating early warning to the manual customer service account.
The abnormality detection rule is a rule for detecting abnormality of the target session.
Specifically, the developer may preset an abnormality detection rule for an abnormality. The server can perform rule matching on the target session content according to the abnormality detection rule to obtain a rule matching result, and if the rule matching result represents that the session is abnormal, early warning is initiated to the manual customer service account. For example, the anomaly detection rules may be that the customer repeats a problem more than a few times and repeatedly presents certain keywords, such as "complaints", "dirty words".
In the embodiment, rule matching is performed on the target session content according to the anomaly detection rule to obtain a rule matching result; if the rule matching result represents abnormal conversation, an early warning is initiated to the artificial customer service account, abnormal conditions can be detected in multiple aspects, when the abnormal conditions occur, the artificial customer service is prompted, timely intervention of the artificial customer service is ensured, accurate service is provided, and experience of a service receiver is improved.
In one embodiment, as shown in fig. 4a and 4b, a timing diagram of the session process of fig. 4a and a timing diagram of anomaly detection, respectively. The service receiving end can send the conversation content input by the service receiving end in the customer service conversation window to the server, and the server can carry out intention recognition on the conversation content through the intelligent interaction unit to acquire an intention recognition result and an intention recognition probability. The server can judge the question-answer threshold value of the intention recognition probability through the customer service unit. It can be understood that the customer service unit can obtain a response result from the intention recognition result or prompt the intervention of the artificial customer service according to the question and answer threshold, for example, the question and answer threshold can be an accurate matching condition, the intention recognition probability is 80% -90%, prompt and early warning are performed on the artificial customer service, or after the intention recognition probability is 80% -90% for 2 times, early warning is performed on the artificial customer service. And the abnormal condition in the session can be detected while the question-answer threshold judgment is carried out. It will be appreciated that the manner of anomaly detection may be anomaly detection rules of an emotion analysis model. When abnormal conditions occur, prompting and early warning are carried out on the artificial customer service, so that reply content of the artificial customer service is returned to a service receiver. It can be understood that when an abnormal situation is detected, the server does not return the response content even if the question-answer threshold is reached, and prompts intervention of the manual service to return the response content of the manual service for responding to the session content.
In this embodiment, through the unusual condition of effectual judgement service receiver, in time prompt artifical customer service intervention, promote service receiver's user experience to guaranteed customer service robot's leading filtering action, reduced the cost of labor.
It should be understood that, although the steps in the flowcharts related to the embodiments described above are sequentially shown as indicated by arrows, these steps are not necessarily sequentially performed in the order indicated by the arrows. The steps are not strictly limited to the order of execution unless explicitly recited herein, and the steps may be executed in other orders. Moreover, at least some of the steps in the flowcharts described in the above embodiments may include a plurality of steps or a plurality of stages, which are not necessarily performed at the same time, but may be performed at different times, and the order of the steps or stages is not necessarily performed sequentially, but may be performed alternately or alternately with at least some of the other steps or stages.
Based on the same inventive concept, the embodiment of the application also provides a session processing device for implementing the session processing method. The implementation of the solution provided by the device is similar to the implementation described in the above method, so the specific limitation in one or more embodiments of the session processing device provided below may refer to the limitation of the session processing method hereinabove, and will not be repeated herein.
In one embodiment, as shown in fig. 5, there is provided a session processing apparatus 500, including: a receiving module 502, an acquiring module 504, and a replying module 506, wherein:
a receiving module 502, configured to receive session content input in a customer service session window of a target service receiver; a service head portrait corresponding to the service unit is displayed in the customer service session window; the service unit includes a plurality of service providers that provide services to the target service receiver; the service provider comprises a manual customer service account number and a bound target customer service robot;
the obtaining module 504 is configured to perform intent recognition on the session content, so as to obtain an intent recognition result and a corresponding intent recognition probability; determining, by the target customer service robot, response content corresponding to the session content based on the intention recognition result; if the intention recognition probability is greater than or equal to a preset threshold value, returning the response content to the target service receiver, so that the response content and the service head portrait are correspondingly displayed in a customer service session window; if the intention recognition probability is smaller than a preset threshold, initiating early warning to the artificial customer service account to prompt the artificial customer service corresponding to the artificial customer service account to reply to the session content;
And a reply module 506, configured to return, after obtaining the reply content of the manual customer service for the session content, the reply content to the target service receiver, so that the reply content is displayed in correspondence with the service avatar in the customer service session window.
In one embodiment, the artificial customer service account corresponds to an artificial customer service interface; the manual customer service interface contains a session list of each session provided by the service unit; the conversation list displays the identification of the service provider currently providing service for each conversation in the service unit; the identification comprises a target identification of a target customer service robot which provides service for the target service receiver currently; the obtaining module 504 is further configured to trigger to determine the target identifier in the artificial customer service interface session list if the intention recognition probability is smaller than a preset threshold, and perform early warning prompt based on the target identifier, so as to prompt the artificial customer service corresponding to the artificial customer service account to reply to the session content.
In one embodiment, the reply content of the manual customer service for the session content is obtained through a reply content obtaining step; the obtaining module 504 is further configured to switch, in response to a session switching operation for the target identifier in the session list, a target session corresponding to the target identifier to the artificial customer service interface as a target session window; the target session is a session performed by the target service receiver and the target customer service robot; displaying the response content as auxiliary information in the manual customer service interface; and acquiring reply content input by the manual customer service in the target session window based on the reply content.
In one embodiment, the reply module 506 is further configured to display the reply content in the target session window in the artificial customer service interface in correspondence with the identifier of the artificial customer service; and in the conversation list in the artificial customer service interface, changing the target identification into the identification of the artificial customer service.
In one embodiment, the obtaining module 504 is further configured to execute the step of determining, by the target customer service robot, response content corresponding to the session content based on the intention recognition result if the intention recognition probability meets a precise recognition condition; if the intention recognition probability does not meet the accurate recognition condition, acquiring similar sentences of the conversation content through the target customer service robot, and returning the similar sentences to the target service receiver so that the similar sentences and the service head portrait are correspondingly displayed in the customer service conversation window.
In one embodiment, the obtaining module 504 is further configured to input the session content into an emotion analysis model, so as to obtain an emotion analysis result output by the emotion analysis model; and if the emotion analysis result indicates that the target service receiver has negative emotion, initiating early warning to the artificial customer service account.
In one embodiment, the obtaining module 504 is further configured to perform rule matching on the target session content according to an anomaly detection rule, so as to obtain a rule matching result; and if the rule matching result represents abnormal conversation, initiating early warning to the artificial customer service account.
The respective modules in the session processing apparatus described above may be implemented in whole or in part by software, hardware, and combinations thereof. The above modules may be embedded in hardware or may be independent of a processor in the computer device, or may be stored in software in a memory in the computer device, so that the processor may call and execute operations corresponding to the above modules.
In one embodiment, a computer device is provided, which may be a server, the internal structure of which may be as shown in fig. 6. The computer device includes a processor, a memory, and a network interface connected by a system bus. Wherein the processor of the computer device is configured to provide computing and control capabilities. The memory of the computer device includes a non-volatile storage medium and an internal memory. The non-volatile storage medium stores an operating system, computer programs, and a database. The internal memory provides an environment for the operation of the operating system and computer programs in the non-volatile storage media. The database of the computer device is for storing session handling related data. The network interface of the computer device is used for communicating with an external terminal through a network connection. The computer program is executed by a processor to implement a session handling method.
In one embodiment, a computer device is provided, which may be a terminal, and the internal structure of which may be as shown in fig. 7. The computer device includes a processor, a memory, a communication interface, a display screen, and an input device connected by a system bus. Wherein the processor of the computer device is configured to provide computing and control capabilities. The memory of the computer device includes a non-volatile storage medium and an internal memory. The non-volatile storage medium stores an operating system and a computer program. The internal memory provides an environment for the operation of the operating system and computer programs in the non-volatile storage media. The communication interface of the computer device is used for carrying out wired or wireless communication with an external terminal, and the wireless mode can be realized through WIFI, a mobile cellular network, NFC (near field communication) or other technologies. The computer program is executed by a processor to implement a session handling method. The display screen of the computer equipment can be a liquid crystal display screen or an electronic ink display screen, and the input device of the computer equipment can be a touch layer covered on the display screen, can also be keys, a track ball or a touch pad arranged on the shell of the computer equipment, and can also be an external keyboard, a touch pad or a mouse and the like.
It will be appreciated by those skilled in the art that the structures shown in fig. 6 and 7 are block diagrams of only some of the structures associated with the present application and are not intended to limit the computer device to which the present application may be applied, and that a particular computer device may include more or fewer components than shown, or may combine certain components, or have a different arrangement of components.
In one embodiment, a computer device is provided, comprising a memory and a processor, the memory having stored therein a computer program, the processor implementing the steps of the method embodiments described above when the computer program is executed.
In one embodiment, a computer-readable storage medium is provided, on which a computer program is stored which, when executed by a processor, implements the steps of the method embodiments described above.
In an embodiment, a computer program product is provided, comprising a computer program which, when executed by a processor, implements the steps of the method embodiments described above.
It should be noted that, user information (including but not limited to user equipment information, user personal information, etc.) and data (including but not limited to data for analysis, stored data, presented data, etc.) referred to in the present application are information and data authorized by the user or sufficiently authorized by each party.
Those skilled in the art will appreciate that implementing all or part of the above described methods may be accomplished by way of a computer program stored on a non-transitory computer readable storage medium, which when executed, may comprise the steps of the embodiments of the methods described above. Any reference to memory, database, or other medium used in the various embodiments provided herein may include at least one of non-volatile and volatile memory. The nonvolatile Memory may include Read-Only Memory (ROM), magnetic tape, floppy disk, flash Memory, optical Memory, high density embedded nonvolatile Memory, resistive random access Memory (ReRAM), magnetic random access Memory (Magnetoresistive Random Access Memory, MRAM), ferroelectric Memory (Ferroelectric Random Access Memory, FRAM), phase change Memory (Phase Change Memory, PCM), graphene Memory, and the like. Volatile memory can include random access memory (Random Access Memory, RAM) or external cache memory, and the like. By way of illustration, and not limitation, RAM can be in the form of a variety of forms, such as static random access memory (Static Random Access Memory, SRAM) or dynamic random access memory (Dynamic Random Access Memory, DRAM), and the like. The databases referred to in the various embodiments provided herein may include at least one of relational databases and non-relational databases. The non-relational database may include, but is not limited to, a blockchain-based distributed database, and the like. The processors referred to in the embodiments provided herein may be general purpose processors, central processing units, graphics processors, digital signal processors, programmable logic units, quantum computing-based data processing logic units, etc., without being limited thereto.
The technical features of the above embodiments may be arbitrarily combined, and all possible combinations of the technical features in the above embodiments are not described for brevity of description, however, as long as there is no contradiction between the combinations of the technical features, they should be considered as the scope of the description.
The above examples only represent a few embodiments of the present application, which are described in more detail and are not to be construed as limiting the scope of the present application. It should be noted that it would be apparent to those skilled in the art that various modifications and improvements could be made without departing from the spirit of the present application, which would be within the scope of the present application. Accordingly, the scope of protection of the present application shall be subject to the appended claims.
Claims (10)
1. A method of session handling, the method comprising:
receiving session content input in a customer service session window of a target service receiver; a service head portrait corresponding to the service unit is displayed in the customer service session window; the service unit includes a plurality of service providers that provide services to the target service receiver; the service provider comprises a manual customer service account number and a bound target customer service robot; the artificial customer service account corresponds to an artificial customer service interface; the manual customer service interface contains a session list of each session provided by the service unit; the conversation list displays the identification of the service provider currently providing service for each conversation in the service unit; the identification comprises a target identification of a target customer service robot which provides service for the target service receiver currently;
Carrying out intention recognition on the session content to obtain an intention recognition result and corresponding intention recognition probability;
determining, by the target customer service robot, response content corresponding to the session content based on the intention recognition result;
if the intention recognition probability is greater than or equal to a preset threshold value, returning the response content to the target service receiver, so that the response content and the service head portrait are correspondingly displayed in a customer service session window;
if the intention recognition probability is smaller than a preset threshold, triggering to determine the target identifier in the manual customer service interface session list, and carrying out early warning prompt based on the target identifier so as to prompt the manual customer service corresponding to the manual customer service account to reply to the session content;
and after the reply content of the manual customer service aiming at the session content is obtained, returning the reply content to the target service receiver, so that the reply content and the service head portrait are correspondingly displayed in the customer service session window.
2. The method according to claim 1, wherein the reply content of the human customer service for the session content is obtained by a reply content obtaining step; the reply content acquisition step includes:
Responding to the session switching operation aiming at the target mark in the session list, and switching the target session corresponding to the target mark into the artificial customer service interface to serve as a target session window; the target session is a session performed by the target service receiver and the target customer service robot;
displaying the response content as auxiliary information in the manual customer service interface;
and acquiring reply content input by the manual customer service in the target session window based on the reply content.
3. The method according to claim 2, wherein the method further comprises:
in the target session window in the artificial customer service interface, the reply content and the artificial customer service identifier are correspondingly displayed;
and in the conversation list in the artificial customer service interface, changing the target identification into the identification of the artificial customer service.
4. The method according to claim 1, wherein the method further comprises:
if the intention recognition probability meets the accurate recognition condition, executing the step of determining response content corresponding to the session content based on the intention recognition result by the target customer service robot;
If the intention recognition probability does not meet the accurate recognition condition, acquiring similar sentences of the conversation content through the target customer service robot, and returning the similar sentences to the target service receiver so that the similar sentences and the service head portrait are correspondingly displayed in the customer service conversation window.
5. The method according to claim 1, wherein the method further comprises:
inputting the session content into an emotion analysis model to obtain an emotion analysis result output by the emotion analysis model;
and if the emotion analysis result indicates that the target service receiver has negative emotion, initiating early warning to the artificial customer service account.
6. The method according to any one of claims 1 to 4, further comprising:
performing rule matching on the target session content according to an anomaly detection rule to obtain a rule matching result;
and if the rule matching result represents abnormal conversation, initiating early warning to the artificial customer service account.
7. A session processing apparatus, the apparatus comprising:
the receiving module is used for receiving the session content input in the customer service session window of the target service receiver; a service head portrait corresponding to the service unit is displayed in the customer service session window; the service unit includes a plurality of service providers that provide services to the target service receiver; the service provider comprises a manual customer service account number and a bound target customer service robot; the artificial customer service account corresponds to an artificial customer service interface; the manual customer service interface contains a session list of each session provided by the service unit; the conversation list displays the identification of the service provider currently providing service for each conversation in the service unit; the identification comprises a target identification of a target customer service robot which provides service for the target service receiver currently;
The acquisition module is used for carrying out intention recognition on the session content to obtain an intention recognition result and corresponding intention recognition probability; determining, by the target customer service robot, response content corresponding to the session content based on the intention recognition result; if the intention recognition probability is greater than or equal to a preset threshold value, returning the response content to the target service receiver, so that the response content and the service head portrait are correspondingly displayed in a customer service session window; if the intention recognition probability is smaller than a preset threshold, triggering to determine the target identifier in the manual customer service interface session list, and carrying out early warning prompt based on the target identifier so as to prompt the manual customer service corresponding to the manual customer service account to reply to the session content;
and the reply module is used for returning the reply content to the target service receiver after the reply content of the manual customer service aiming at the session content is acquired, so that the reply content and the service head portrait are correspondingly displayed in the customer service session window.
8. A computer device comprising a memory and a processor, the memory storing a computer program, characterized in that the processor implements the steps of the method of any of claims 1 to 6 when the computer program is executed.
9. A computer readable storage medium, on which a computer program is stored, characterized in that the computer program, when being executed by a processor, implements the steps of the method of any of claims 1 to 6.
10. A computer program product comprising a computer program, characterized in that the computer program, when being executed by a processor, implements the steps of the method of any of claims 1 to 6.
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