CN115082093A - Man-machine interaction method, device, equipment and medium - Google Patents
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Abstract
The invention provides a method, a device, equipment and a medium for man-machine interaction, wherein the method comprises the following steps: establishing a communication channel between a first service robot and a user terminal through a central control robot; the first service robot sends interaction information to the user terminal according to a preset first interaction strategy; the central robot receives input information aiming at interaction information sent by a user terminal and sends the input information to the first service robot; the first business robot generates feedback information based on the input information; the central control robot switches a first service robot connected with the user terminal into a second service robot based on the feedback information; and the second service robot sends second interaction information to the user terminal according to the second interaction strategy so as to carry out interaction. Through the technical scheme, the method and the system can be accurately interacted with the client, so that the client can obtain information meeting the self requirements, and the interaction efficiency and accuracy are effectively improved.
Description
Technical Field
The invention relates to the technical field of artificial intelligence, in particular to a human-computer interaction method, a human-computer interaction device, human-computer interaction equipment and a human-computer interaction medium.
Background
The existing business robot can only interact with clients about a certain business, for example, when the insurance marketing robot makes a telephone call for communication, only the related insurance items can be interacted and marketed, but the related house buying and selling items cannot be interacted and marketed. That is, a specific marketing robot can only perform interactive communication with a certain business item in a communication process, and thus, the formed communication opportunity with the client cannot be effectively utilized.
Therefore, how to flexibly recommend services or goods to a customer according to the needs and information expressed by the customer in the process of communicating with the customer, and the communication opportunity formed by effective utilization of the recommended services or goods communicates more information is a problem to be solved at present.
Disclosure of Invention
In order to improve the problems, the invention provides a method, a device, equipment and a medium for man-machine interaction.
In a first aspect of the embodiments of the present invention, a method for human-computer interaction is provided, where the method includes:
establishing a communication channel between a first service robot and a user terminal through a central control robot;
the first service robot sends interaction information to the user terminal according to a preset first service interaction strategy;
the central robot receives input information aiming at the interaction information sent by the user terminal and sends the input information to the first service robot;
the first business robot generates feedback information based on the input information;
the central control robot switches a first service robot connected with the user terminal into a second service robot based on the feedback information;
and the second service robot sends second service interaction information to the user terminal according to the second service interaction strategy so as to carry out interaction.
In a second aspect of the embodiments of the present invention, an interactive apparatus is provided, where the apparatus includes:
the connection establishing module is used for establishing a communication channel between the first service robot and the user terminal through the central control robot;
the sending module is used for sending interaction information to the user terminal by the first service robot according to a preset first service interaction strategy;
the processing module is used for receiving input information aiming at the interaction information sent by the user terminal and sending the input information to the first service robot by the central control robot;
the generating module is used for generating feedback information based on the input information by the first business robot;
the switching module is used for switching the first service robot connected with the user terminal into a second service robot by the central control robot based on the feedback information;
and the man-machine interaction module is used for sending second service interaction information to the user terminal by the second service robot according to the second service interaction strategy so as to carry out interaction.
In a third aspect of the embodiments of the present invention, there is provided a computer device, including a memory, a processor, and a computer program stored in the memory and executable on the processor, where the processor implements the human-computer interaction method according to the first aspect when executing the program.
In a fourth aspect of the embodiments of the present invention, there is provided a computer-readable storage medium having stored thereon a computer program for implementing the human-computer interaction method according to the first aspect.
In summary, the present invention provides a method, an apparatus, a device and a medium for human-computer interaction, which can automatically and flexibly switch a service robot for docking interaction with a client based on interaction information with the client, so that in a process of one-time communication and interaction with a client terminal, without being limited to information interaction of one service type, different services or goods can be recommended to the client, through continuous continuation of interaction topics, topics in which the client is interested are found, finally, an interactive closed loop is realized, and interaction efficiency is effectively improved; in the process of continuously interacting with the client, more requirements and information of the client can be obtained, the client portrait can be constructed for the client, the actual requirements of the client can be found, the interactive service matched with the client and the product or service of the interactive service can be further pushed for the client accurately in the process of interacting with the client deeply, and the accuracy of interaction is effectively improved.
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In order to more clearly illustrate the technical solutions of the embodiments of the present invention, the drawings needed to be used in the embodiments will be briefly described below, it should be understood that the following drawings only illustrate some embodiments of the present invention and therefore should not be considered as limiting the scope, and for those skilled in the art, other related drawings can be obtained according to the drawings without inventive efforts.
FIG. 1 is a schematic diagram of an application scenario of a human-computer interaction method according to an embodiment of the present invention;
FIG. 2 is a flowchart of a method of a human-computer interaction method according to an embodiment of the present invention;
FIG. 3 is a functional block diagram of an embodiment of the present invention;
fig. 4 is a schematic structural diagram of a computer device according to an embodiment of the present invention.
Detailed Description
Referring to fig. 1, an application scenario of the human-computer interaction method provided in this embodiment is schematically illustrated.
The invention provides a human-computer interaction system 100 for executing a human-computer interaction method, wherein the human-computer interaction system 100 comprises a central control robot 110 and a business robot 130. The central robot 110 may be connected with a business robot 130.
The central control robot is used for receiving a connection request of the service robot and sending the connection request to the client terminal 200; receiving and responding to a connection instruction sent by the client terminal, establishing a connection channel between the client terminal 200 and the service robot 130 so as to realize communication between the client terminal 200 and the service robot 130; receiving the interactive information sent by the service robot 130, and sending the interactive information to the client terminal 200; and receiving input information sent by the client terminal, and sending the input information to the service robot.
The business robot is used for processing the input information of the client and feeding back the input information, and the business robot generates feedback information to be sent to the client so as to interact with the client. The service robots 130 have a number, and the number of the service robots 130 may correspond to a number of different services. The central robot 110 may be connected to several service robots 130 corresponding to several different services.
Referring to fig. 2, fig. 2 is a schematic flow chart of a human-computer interaction method according to an embodiment of the present disclosure, where the human-computer interaction method includes:
s10, establishing a communication channel between the first service robot and the user terminal through the central control robot;
s20, the first service robot sends interaction information to the user terminal according to a preset first interaction strategy;
the control robot in the S30 receives input information aiming at the interaction information sent by the user terminal and sends the input information to the first service robot;
s40 the first business robot generates feedback information based on the input information;
the central control robot in the S50 switches the first service robot connected with the user terminal into the second service robot based on the feedback information;
s60 the second service robot sends the second interaction information to the user terminal according to the second interaction policy for interaction.
A man-machine interaction method will now be specifically described, taking a telephone interaction scenario as an example. In this embodiment, each business robot interacts with a specific business (service or commodity). Each service robot of each service type has a preset interaction policy, and in this embodiment, the interaction policy is an interaction policy, and the interaction information is interaction information. And the service robot guides the client to interact with the interactive service according to the interactive strategy and the client input information. Business robots may include house interaction business robots, insurance interaction business robots, and other business robots.
Specifically, a communication channel between a first service robot and a client terminal is established through a central control robot; the first service robot sends interaction information to the client terminal according to a preset first service interaction strategy; the client receives the interactive information at the client terminal and transmits input information for the interactive information.
The central robot receives input information aiming at the interaction information sent by the user terminal and sends the input information to the first service robot; the first business robot carries out semantic understanding on the input information to obtain a semantic understanding result, and the semantic understanding result comprises semantic information and intention information corresponding to the input information of the client. And the first service robot generates feedback information according to the semantic understanding result and sends the feedback information to the central control robot.
The feedback information includes response information and interaction prediction information. The response information is information for responding to the input information of the client, and the interaction prediction information is prediction information for judging whether the first service robot can continuously interact with the client based on the response information.
The interaction prediction information comprises normal interaction information and abnormal interaction information.
The normal interaction information is used for representing that the first service robot can still continue to interact with the customer based on the response information judged by the first service robot. The first service robot generating normal interaction information may include the following situations: the first business robot can obtain response information matched and corresponding to the client input information according to the client input information, and the response information is not end information of ending the conversation and other situations.
The abnormal interaction information is used for representing that the first service robot cannot continuously interact with the client based on the response information judged by the first service robot. The first business robot generating abnormal interaction information may include the following situations: the first service robot gives out response information according to the client input information, wherein the response information is the ending information of the ending conversation; the client input information exceeds the processing range of the first service robot, and the response information given by the first service robot according to the client input information is bottom-pocketed information or error-reporting information which can not process the client input information; the first business robot gives out response information according to the customer input information, wherein the response information is the bottom-of-pocket information or error information which can not be accurately replied to the customer input information, and other situations.
Optionally, the interactive prediction information is set on a certain specific digit of the data corresponding to the feedback information, and when the interactive prediction information is normal interactive information, the value of the digit is 0; when the interworking prediction information is abnormal interworking information, the value of the digit is 1.
And after receiving the feedback information sent by the first service robot, the central control robot analyzes the feedback information.
And if the feedback information comprises normal interaction information, sending the feedback information to the client terminal so as to realize the interaction between the first service robot and the client terminal.
If the feedback information comprises abnormal interaction information, the central robot carries out semantic understanding on the input information;
and if the second service robot is related to the input information, the first service robot connected with the client terminal is switched to the second service robot related to the input information, and the second service robot continuously interacts with the client according to the second interaction strategy and the input information.
If the second service robot associated with the input information is not found based on the input information, the first service robot connected with the client terminal can be switched to other second service robots, and the second service robot sends new interaction information to the client according to the second interaction strategy so as to initiate new interaction and continue interaction with the client. In this case, the other second service robots may be switched according to a preset sequence or may be switched randomly.
Optionally, the first business machine may create a customer representation for the user based on the customer input information.
And if the first service robot generates abnormal interaction information, the first service robot also sends the customer portrait information to the central control robot.
The central robot also takes the customer portrait as a reference factor for switching the second service robot when switching the second service robot.
And after the second service robot is switched, the central robot also sends the client portrait to the second service robot.
Specifically, the first business machine builds a customer portrait for the user in a tagging manner according to the customer input information. And the first service robot sends the label information to the central control robot. And the central control robot sends the label information to the second service robot. Each business robot and the interactive information in each business robot have tags.
By using the client portrait as a reference factor for switching the service robots, the second service robot can better fit the client portrait and the client requirements.
It will be appreciated that in other embodiments, the central robot may also create a customer representation for the user based on the customer input information.
A specific example is now provided to help understand a human-computer interaction method described in the present invention.
When the first service robot is a house interaction service robot, after a connection channel between the house interaction service robot and the client terminal is established, the house interaction service robot generates interaction information, for example, if asking you to buy a house, i can find the most suitable house according to your needs, and sends the most suitable house to the client terminal through the central control robot.
And the house interaction service robot carries out semantic understanding on the input information to obtain a semantic understanding result.
For example, the input information is "kayao, i want to buy a house", the house interaction service robot obtains a semantic understanding result to determine that the customer needs to buy the house through semantic understanding, and generates feedback information according to the semantic understanding result, wherein the feedback information comprises response information (the house with what price you want) and normal interaction information. It can be understood that, at this time, based on the response information (what price of the house you want), the house interaction service robot can predict that the customer will reply the house price related information, and after interacting about the house price, can also interact with the house area and other information; or the house interactive service robot can judge that the current interactive information is still in the normal interactive process according to the response information, and the subsequent interactive information is linked with the current interactive information, so that the normal interactive information can be generated. And the central control robot analyzes the feedback information, acquires that the feedback information comprises normal interaction information, and sends the feedback information to the client terminal so as to ensure that the first service robot and the client terminal interact normally.
For another example, the input information is "i do not want to buy a house and i want to buy a car", the house interaction service robot obtains a semantic understanding result to determine that the client does not have a desire to buy a house and a desire to buy a car at present through semantic understanding, and generates feedback information according to the semantic understanding result, wherein the feedback information comprises response information (i does not disturb you, i will keep your information, and track whether you have a desire to buy a house after several months) and abnormal interaction information. It can be understood that, at this time, the response message (i.e. do not disturb you, i will keep your information, and track whether you have the intention to buy a house after several months) is the end message for ending the session, and therefore, abnormal interaction information may be generated. The central control robot analyzes the feedback information, obtains that the feedback information comprises abnormal interaction information, can switch the house interaction service robot into a vehicle interaction robot based on input information, is connected with a client terminal, and can directly inquire a client what brand of vehicle the client wants to buy at the moment and perform subsequent interaction with the client on vehicle selling details.
For another example, when the input information is "i have only 2000 salaries and cannot buy a house", the house interaction service robot obtains a semantic understanding result through semantic understanding, determines that the client does not have a desire to buy the house at present, and generates feedback information according to the semantic understanding result, including response information (i does not disturb you, i will keep your information, and track whether you have a desire to buy the house after several months) and abnormal interaction information. The central control robot analyzes the feedback information, acquires that the feedback information comprises abnormal interaction information, cannot find a second service robot associated with the input information based on the input information, and can switch a first service robot connected with the client terminal into any other second service robot, for example: and switching the house interactive service robot into a vehicle interactive robot, wherein the vehicle interactive robot can directly inquire whether a customer buys a vehicle or not so as to carry out subsequent interactive interaction with the customer on selling the vehicle theme.
Optionally, the house interaction service robot may mark a low-income label for the client and construct a low-income and low-consumption user portrait according to "i have only 2000 salaries and cannot buy a house", the house interaction service robot further sends the client portrait information to the central robot when generating abnormal interaction information, and the central robot further takes the client portrait as a reference factor when switching the second service robot, for example: the central control robot does not switch to a service robot with high consumption such as a vehicle interaction robot and the like according to the user portrait with low income and low consumption, and switches to a service robot with low consumption such as an insurance interaction robot and the like, so that the second service robot interacts with the customer and meets the customer requirements better. And the insurance interaction robot can not push high-consumption insurance services, such as the insurance services above 2000 yuan, to the client. In addition, when the second business robot comprises a worker interactive robot, fine workers can be recommended to the customer according to the customer figure with low income of the customer to increase the income of the customer or recommend higher-salary work more suitable for the customer to the customer.
Compared with the prior art, the technical scheme can automatically and flexibly switch the service robot for butt-joint interaction with the client based on the interaction information with the client, so that the interaction of a plurality of services can be carried out without being limited by the information interaction of one service type in the process of one-time communication interaction with the client, such as: different services or goods can be recommended to the client, the topics in which the client is interested are found through continuous succession of interactive topics, finally, interactive closed loop is realized, and the efficiency of communication and interaction is effectively improved; in the process of continuously interacting with the client, more requirements and information of the client can be obtained, the client figure is constructed for the client, the actual requirements of the client are found, the service matched with the client and the specific product or service in the service are further accurately pushed for the client in the topic interaction of in-depth communication with the client, and the interaction accuracy is effectively improved.
It should be noted that while the operations of the methods of the present invention are depicted in the drawings in a particular order, this does not require or imply that these operations must be performed in this particular order, or that all of the illustrated operations must be performed, in order to achieve desirable results. Rather, the steps depicted in the flowcharts may change the order of execution. Additionally or alternatively, certain steps may be omitted, multiple steps combined into one step execution, and/or one step broken down into multiple step executions.
On the other hand, fig. 3 is a schematic structural diagram of an interaction device according to an embodiment of the present disclosure. The apparatus may be an apparatus in an interactive system, as shown in fig. 3, the apparatus 110 includes:
a connection establishing module 111, configured to establish a communication channel between the first service robot and the user terminal through the central control robot;
a sending module 112, configured to send interaction information to the user terminal by the first service robot according to a preset first service interaction policy;
the processing module 113 is used for the central robot receiving input information aiming at the interaction information sent by the user terminal and sending the input information to the first service robot;
a generating module 114, configured to generate feedback information based on the input information by the first service robot;
a switching module 115, configured to switch, by the central control robot, the first service robot connected to the user terminal to the second service robot based on the feedback information;
and the human-computer interaction module 116 is used for the second service robot to send second service interaction information to the user terminal according to the second service interaction strategy so as to perform interaction.
It can be understood that the interaction apparatus provided in this embodiment may execute the embodiments of the method described above, and the implementation principle and the technical effect are similar, which are not described herein again.
In another aspect, a computer device provided in this embodiment includes a memory, a processor, and a computer program stored in the memory and executable on the processor, where the processor executes the computer program to implement the human-computer interaction method as described above.
Referring to fig. 4, fig. 4 is a schematic structural diagram of a computer system of a robot center control system according to an embodiment of the present application.
As shown in fig. 4, the computer system 600 includes a Central Processing Unit (CPU)601 that can perform various appropriate actions and processes according to a program stored in a Read Only Memory (ROM) 602 or a program loaded from a storage section 603 into a Random Access Memory (RAM) 603. In the RAM603, various programs and data necessary for the operation of the system 600 are also stored. The CPU 601, ROM 602, and RAM603 are connected to each other via a bus 604. An input/output (I/O) interface 605 is also connected to bus 604.
The following components are connected to the I/O interface 605: an input portion 606 including a keyboard, a mouse, and the like; an output portion 607 including a display such as a Cathode Ray Tube (CRT), a Liquid Crystal Display (LCD), and the like, and a speaker; a storage section 608 including a hard disk and the like; and a communication section 609 including a network interface card such as a LAN card, a modem, or the like. The communication section 609 performs communication processing via a network such as the internet. The driver 610 is also connected to the I/O interface 605 as needed. A removable medium 611 such as a magnetic disk, an optical disk, a magneto-optical disk, a semiconductor memory, or the like is mounted on the drive 610 as necessary, so that a computer program read out therefrom is mounted in the storage section 608 as necessary.
In particular, according to embodiments of the application, the processes described above with reference to the flow diagrams may be implemented as computer software programs. For example, embodiments of the present application include a computer program product comprising a computer program embodied on a machine-readable medium, the computer program comprising program code for performing the method illustrated by the flow chart. In such an embodiment, the computer program may be downloaded and installed from a network through the communication section 603 and/or installed from the removable medium 611. The above-described functions defined in the system of the present application are executed when the computer program is executed by the Central Processing Unit (CPU) 601.
It should be noted that the computer readable medium shown in the present application may be a computer readable signal medium or a computer readable storage medium or any combination of the two. A computer readable storage medium may be, for example, but not limited to, an electronic, magnetic, optical, electromagnetic, infrared, or semiconductor system, apparatus, or device, or any combination of the foregoing. More specific examples of the computer readable storage medium may include, but are not limited to: an electrical connection having one or more wires, a portable computer diskette, a hard disk, a Random Access Memory (RAM), a read-only memory (ROM), an erasable programmable read-only memory (EPROM or flash memory), an optical fiber, a portable compact disc read-only memory (CD-ROM), an optical storage device, a magnetic storage device, or any suitable combination of the foregoing. In the present application, a computer readable storage medium may be any tangible medium that can contain, or store a program for use by or in connection with an instruction execution system, apparatus, or device. In this application, however, a computer readable signal medium may include a propagated data signal with computer readable program code embodied therein, for example, in baseband or as part of a carrier wave. Such a propagated data signal may take many forms, including, but not limited to, electro-magnetic, optical, or any suitable combination thereof. A computer readable signal medium may also be any computer readable medium that is not a computer readable storage medium and that can communicate, propagate, or transport a program for use by or in connection with an instruction execution system, apparatus, or device. Program code embodied on a computer readable medium may be transmitted using any appropriate medium, including but not limited to: wireless, wire, fiber optic cable, RF, etc., or any suitable combination of the foregoing.
The flowchart and block diagrams in the figures illustrate the architecture, functionality, and operation of possible implementations of systems, methods and computer program products according to various embodiments of the present application. In this regard, each block in the flowchart or block diagrams may represent a module, segment, or portion of code, which comprises one or more executable instructions for implementing the specified logical function(s). It should also be noted that, in some alternative implementations, the functions noted in the block may occur out of the order noted in the figures. For example, two blocks shown in succession may, in fact, be executed substantially concurrently, or the blocks may sometimes be executed in the reverse order, depending upon the functionality involved. It will also be noted that each block of the block diagrams and/or flowchart illustration, and combinations of blocks in the block diagrams and/or flowchart illustration, can be implemented by special purpose hardware-based systems that perform the specified functions or acts, or combinations of special purpose hardware and computer instructions.
The units or modules described in the embodiments of the present application may be implemented by software or hardware. The described units or modules may also be provided in a processor, and may be described as: a processor, comprising: the method comprises the steps of establishing a connection module, an interaction module, a processing module and an interaction module. The names of the units or modules do not in some cases constitute a limitation on the units or modules themselves, for example, the connection establishing module may also be described as "for establishing a communication channel between the first service robot and the user terminal through the central robot".
As another aspect, the present application also provides a computer-readable storage medium, which may be included in the electronic device described in the above embodiments; or may be separate and not incorporated into the electronic device. The computer-readable storage medium stores one or more programs that, when executed by one or more processors, perform the human-computer interaction method described in the present application:
establishing a communication channel between a first service robot and a user terminal through a central control robot;
the first service robot sends interaction information to the user terminal and interacts with the user terminal according to a preset first service interaction strategy;
the central control robot receives input information sent by the user terminal and switches a first service robot connected with the user terminal into a second service robot based on the input information;
and the second service robot sends second service interaction information to the user terminal according to the second service interaction strategy so as to carry out interaction.
The above description is only a preferred embodiment of the application and is illustrative of the principles of the technology employed. It will be appreciated by a person skilled in the art that the scope of the invention as referred to in the present application is not limited to the embodiments with a specific combination of the above-mentioned features, but also covers other embodiments with any combination of the above-mentioned features or their equivalents without departing from the inventive concept. For example, the above features may be replaced with (but not limited to) features having similar functions disclosed in the present application.
Claims (10)
1. A human-computer interaction method, characterized in that the method comprises:
establishing a communication channel between a first service robot and a user terminal through a central control robot;
the first service robot sends interaction information to the user terminal according to a preset first interaction strategy;
the central robot receives input information aiming at the interaction information sent by the user terminal and sends the input information to the first service robot;
the first business robot generates feedback information based on the input information;
the central control robot switches a first service robot connected with the user terminal into a second service robot based on the feedback information;
and the second service robot sends second interaction information to the user terminal according to the second interaction strategy so as to carry out interaction.
2. Human-computer interaction method according to claim 1,
the feedback information comprises response information and interactive prediction information;
the response information is generated based on the customer input information;
generating interactive prediction information based on the response information, wherein the interactive prediction information is used for representing whether the first service robot can continuously interact with the client based on the response information;
the interaction prediction information comprises abnormal interaction information;
if the first business robot judges that the first business robot can not continuously interact with the client based on the response information, and abnormal interaction information is generated.
3. The human-computer interaction method of claim 2,
the central control robot analyzes the feedback information;
and if the feedback information comprises abnormal interaction information, switching the first service robot connected with the client terminal into a second service robot.
4. A human-computer interaction method according to claim 3,
and the central control robot switches the first service robot connected with the user terminal into a second service robot associated with the input information based on the feedback information and the input information.
5. A human-computer interaction method according to any one of claims 2 to 4,
the business robot establishes a customer portrait according to input information in the process of interacting with the customer;
if the first service robot generates abnormal interaction information, the first service robot also sends the customer portrait information to the central control robot;
the central robot takes the customer portrait as a reference factor for switching the second business robot.
6. The human-computer interaction method of claim 5,
and after the central control robot switches the first service robot connected with the user terminal into the second service robot, the central control robot sends the client portrait to the second service robot.
7. A human-computer interaction method according to any one of claims 2 to 4,
the interaction prediction information comprises normal interaction information;
if the first business robot judges that the first business robot can continue to interact with the client based on the response information, and normal interaction information is generated;
and if the feedback information comprises the normal interaction information, sending the feedback information to the client terminal.
8. A human-computer interaction device, characterized in that the device comprises:
the connection establishing module is used for establishing a communication channel between the first service robot and the user terminal through the central control robot;
the sending module is used for sending the interaction information to the user terminal by the first service robot according to a preset first interaction strategy;
the processing module is used for receiving input information aiming at the interaction information sent by the user terminal and sending the input information to the first service robot by the central control robot;
the generating module is used for generating feedback information based on the input information by the first business robot;
the switching module is used for switching the first service robot connected with the user terminal into a second service robot by the central control robot based on the feedback information;
and the human-computer interaction module is used for sending second service human-computer interaction information to the user terminal by the second service robot according to the second service human-computer interaction strategy so as to carry out human-computer interaction.
9. A computer device comprising a memory, a processor and a computer program stored in the memory and executable on the processor, characterized in that the processor implements the human-computer interaction method according to any one of claims 1 to 7 when executing the computer program.
10. A computer-readable storage medium having stored thereon a computer program for implementing the human-computer interaction method of any one of claims 1-7.
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