CN115082134A - Marketing method, device, system, equipment and medium - Google Patents
Marketing method, device, system, equipment and medium Download PDFInfo
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- CN115082134A CN115082134A CN202211009585.4A CN202211009585A CN115082134A CN 115082134 A CN115082134 A CN 115082134A CN 202211009585 A CN202211009585 A CN 202211009585A CN 115082134 A CN115082134 A CN 115082134A
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Abstract
The invention provides a marketing method, a marketing device, a marketing system, marketing equipment and a marketing medium, wherein the marketing 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 business robot sends marketing information to the user terminal according to a preset first business marketing strategy and interacts with the user terminal; 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 business robot sends second business marketing information to the user terminal according to the second business marketing strategy so as to carry out marketing. According to the technical scheme, the service robot which is in butt joint with the user can be flexibly switched and adjusted, so that the interactive operation between the service robot and the user terminal is switched and adjusted to recommend different services or commodities to the user without being limited by recommendation of one service type in the process of interacting with the user terminal, and the marketing accuracy is improved.
Description
Technical Field
The invention relates to the technical field of artificial intelligence, in particular to a marketing method, a marketing device, a marketing system, marketing equipment and a marketing medium.
Background
With the continuous development of artificial intelligence technology, it has been increasingly applied to various fields such as computer science, intelligent medical care, financial trade, telecommunication, online and telephone service, etc. In the field of telemarketing, in order to reduce the burden of Artificial sales, Artificial Intelligence (AI) sales robots are also introduced to assist in business marketing. The existing business robot can only carry out marketing on a client about a certain business, for example, only the items to be urged to be accepted are informed in the process of urging the robot to call and urge to accept the business; when the robot selling insurance calls to introduce insurance business, only the insurance sales items are interacted. Therefore, the business robot can only communicate with a certain business item in one communication process, and cannot effectively utilize the formed communication opportunity with the user to communicate more information.
Therefore, how to provide a method for recommending services or goods to customers more flexibly according to the demands and information expressed in the customer communication process is a problem to be solved at present.
Disclosure of Invention
In order to improve the above problems, the present invention provides a marketing method, apparatus, system, device and medium.
In a first aspect of the embodiments of the present invention, a marketing method 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 business robot sends marketing information to the user terminal according to a preset first business marketing strategy and interacts with the user terminal;
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 marketing information to the user terminal according to a second service marketing strategy so as to carry out marketing.
In a second aspect of the embodiments of the present invention, there is provided a marketing device, including:
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 interaction module is used for the first business robot to send marketing information to the user terminal according to a preset first business marketing strategy and interact with the user terminal
The processing module is used for the central control robot to receive input information sent by the user terminal and switch the first service robot connected with the user terminal into the second service robot based on the input information;
and the marketing module is used for sending second business marketing information to the user terminal by the second business robot according to the second business marketing strategy so as to carry out marketing.
In a third aspect of the embodiments of the present invention, a marketing system is provided, where the marketing system includes a central control robot and a plurality of first service robots and second service robots corresponding to different services, and the central control robot is connected to the first service robots and the second service robots corresponding to different services, respectively.
In a fourth aspect of embodiments of the present invention, there is provided a computer device comprising a memory, a processor and a computer program stored on the memory and executable on the processor, the processor implementing the marketing method as described in the first aspect above when executing the program.
In a fifth 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 marketing method of the first aspect.
In summary, the present invention provides a marketing method, an apparatus, a system, a device, and a medium, which can flexibly switch and adjust a service robot interfacing with a user terminal based on input information of a user through a central control robot, so that in an interaction process with the user terminal, the service robot is not limited to commodity recommendation of one service type, but obtains more requirements and information of a customer through the interaction process with the user terminal, and further switches and adjusts another service robot to perform an interactive operation with the user terminal according to the input information of the user, thereby recommending different services or commodities to the user, and effectively improving efficiency and accuracy of marketing.
Drawings
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 view of an application scenario of a marketing method according to an embodiment of the present invention;
FIG. 2 is a flow chart of a marketing method according to an embodiment of the present invention;
FIG. 3 is a flow chart of a marketing method according to another embodiment of the present invention;
FIG. 4 is a functional block diagram of a marketing system according to an embodiment of the present invention;
fig. 5 is a schematic structural diagram of a computer device according to an embodiment of the present invention.
Description of the figures:
marketing system-100; a user terminal-200; a central control robot-110; outbound system-120; a business robot-130; a sending module-111; establishing a connection module-112; a processing module-113; marketing module-114.
Detailed Description
It can be understood that, in order to promote a certain service or commodity, promotion and implementation of some marketing activities are usually performed, with continuous development of artificial intelligence technology, many traditional industries start to transform towards intellectualization under the influence of artificial intelligence, and particularly in the field of telemarketing, an AI sales robot is also introduced to assist business marketing.
At present, the existing marketing work is to carry out product marketing on users through a business robot, however, the business robot can only carry out marketing on the users according to a certain business, for example, in the process of calling and prompting by a prompting robot, only prompting items are informed; when the robot selling insurance calls to introduce insurance, only the insurance sales items are interacted. Therefore, the business robot can only communicate with a certain event in one communication process, and cannot effectively utilize the formed communication opportunity to communicate more information.
Therefore, how to provide a method for flexibly recommending services or goods to customers according to the demands and information expressed in the customer communication process is a problem to be solved at present.
In view of this, the invention provides a marketing method, compared with the prior art, the technical scheme can automatically and flexibly switch and adjust the service robot which is in butt joint with the user based on the input information of the user, so that in the process of interacting with the user terminal, the service robot is not limited to commodity recommendation of one service type, but more requirements and information of the customer are obtained in the process of interacting with the user terminal, and then another service robot is switched and adjusted to perform interactive operation with the user terminal according to the input information of the user, so that different services or commodities are recommended to the user, and the marketing efficiency and accuracy are effectively improved.
Referring to fig. 1, an application scenario of the marketing method according to the embodiment is schematically illustrated.
As shown in fig. 1, a marketing method provided by the present invention is applied to a marketing system 100, and the marketing system 100 includes a central robot 110 and a plurality of business robots 130 corresponding to different businesses.
It should be noted that the service robot may be provided with a wireless communication module, and communicate with a central robot through the wireless communication module, and an operating system may be run on the service robot, where the operating system may include, but is not limited to, an android system, an IOS system, a Linux system, a Unix system, a windows system, and the like, and may further include a User Interface (UI) layer, and may provide display of User operations and display of related services or goods through the UI layer to the outside, and in addition, may send a connection request and marketing information to the central robot based on an Application Programming Interface (API). Each business robot corresponds to a business type, and the business robots respectively carry out marketing aiming at a specific business or service.
Optionally, the central robot may be a server, or a server cluster or distributed system formed by a plurality of servers, or may be a cloud server that provides basic cloud computing services such as cloud service, a cloud database, cloud computing, cloud functions, cloud storage, network service, cloud communication, middleware service, domain name service, security service, a Content Delivery Network (CDN), and a big data and artificial intelligence platform.
The central robot is configured to receive a connection request of a service robot and send the connection request to the user terminal 200; receiving and responding to a connection instruction sent by the user terminal, and establishing a connection channel between the user terminal 200 and the service robot 130; receiving marketing information and sending the marketing information to the user terminal 200, receiving input information sent by the user terminal, and performing semantic analysis processing on the input information to obtain an analysis result; based on the result of the parsing, it is determined whether to switch the service robot 130 and perform marketing.
Optionally, the marketing system further includes an outbound system 120, and the outbound system 120 may establish a communication connection with the central robot 110.
The outbound system 120 is configured to receive a connection request sent by the central robot, and send the connection request to the user terminal. Optionally, the connection request may be that the user terminal establishes a communication connection with the service robot through telephone, voice, text chat, or the like.
It should be noted that, after the business robot sends the marketing information to the central control robot, the outbound system is further configured to receive the marketing information sent by the central control robot, and send the marketing information to the user terminal. The outbound system may be an integral part of modern customer service center systems based on CTI technology. The outbound operation may be divided into two phases: the method comprises the steps of obtaining outbound data and initiating an outbound action.
Optionally, the outgoing call types of the outbound system may include, but are not limited to, the following three: preview type dialing, predictive type dialing, and subscription type dialing.
The user terminal 200 may be a smart phone, a notebook computer, a tablet computer, or the like, and the type of the operating system is not limited in the present application, and may be, for example, an Android operating system, an apple (ios) operating system, a Windows (Windows) operating system, or the like.
The central robot 110 and the service robot 130 establish communication connection through a wired or wireless network. The outbound system 120 may establish a communication connection with the central robot 110 through a wired or wireless network.
Optionally, the wireless or wired networks described above use standard communication techniques and/or protocols. The Network is typically the Internet, but may be any Network including, but not limited to, a Local Area Network (LAN), a Metropolitan Area Network (MAN), a Wide Area Network (WAN), a mobile, wireline or wireless Network, a private Network, or any combination of virtual private networks.
For convenience of understanding and explanation, marketing methods, apparatuses, systems, devices and media provided by embodiments of the present application are described in detail below with reference to fig. 2 to 5.
Fig. 2 is a schematic flow chart of a marketing method according to an embodiment of the present application, which may be executed by a marketing device. As shown in fig. 2, the method includes:
s101, a communication channel between the first service robot and the user terminal is established through the central control robot.
S102, the first business robot sends marketing information to the user terminal according to a preset first business marketing strategy and interacts with the user terminal.
Specifically, each of the plurality of business robots may correspond to any one business type, for example, the business robot may be a house marketing business robot, a hasty business robot, an insurance business robot, and the like, and the business robot of each business type performs marketing for a specific business or service. The business robots of each business type have a marketing strategy and a dialect which are respectively preset, for example, the marketing strategy configured inside the house marketing robot can be a user group which asks the user whether the house purchasing requirement exists, the area, the type, the location area and the budget price interval range to be purchased, and the like, the corresponding target users can be the user group which has the house purchasing requirement, and the corresponding dialect can be, for example, "ask you how recently to purchase the house", "ask you how much to consider the area of the house to be purchased", "ask you how much to consider the location range of the house to be purchased", and the like.
When the business robot starts marketing, a first business robot (such as a house marketing business robot) establishes connection with a central robot according to tasks pre-established by a manager, generates a connection request and sends the connection request to the central robot, and the central robot receives the connection request sent by the first business robot, can send the connection request to a user terminal through an outbound system and establishes connection with the user terminal.
Illustratively, the business robot may obtain a house purchase intention registry, which may include related information such as a user list, a user contact telephone, an address, and a user identifier, where the user identifier may be an identification number, and then when house marketing is required for a certain user, obtain a contact telephone and a user identifier of the user, generate a connection request corresponding to the user identifier based on the contact telephone and the user identifier of the user, send the connection request to the central robot after establishing connection with the central robot, then cause the central robot to send the connection request to a user terminal corresponding to the user identifier through an outbound system, and call the contact telephone of the user to establish communication connection between the user terminals corresponding to the user identifier.
And after receiving the connection request sent by the central control robot, the user terminal responds to the connection request to generate a connection instruction and sends the connection instruction to the central control robot, so that the central control robot receives and responds to the connection instruction sent by the user terminal, and a connection channel between the user terminal and the first service robot is established.
It should be noted that the connection instruction may be generated after the user responds to a connection request on the user terminal, may be generated after the user triggers a control on the user terminal, and may be, for example, that the user performs a corresponding operation on the user terminal, where the corresponding operation may be, for example, clicking, touching, or sliding a "listening" control on the user terminal.
And S103, the central control robot receives input information sent by the user terminal, and switches the first service robot connected with the user terminal into a second service robot based on the input information.
After a connection channel between a user terminal and a service robot is established, the service robot can generate marketing information according to a service marketing strategy configured in advance, the marketing information can be represented in a preset utterance form, and then the marketing information is sent to a central control robot, so that the central control robot receives the marketing information and sends the marketing information to the user terminal, at this time, the user terminal receives the marketing information, and a user can execute corresponding input operation on the user terminal, so that the user terminal generates input information and sends the input information to the central control robot.
Optionally, the marketing information and the input information may be represented by at least one line including, but not limited to, one or more lines in combination: speech form, in picture form, text form.
After receiving the input information sent by the user terminal, the central control robot sends the input information to the first service robot, and the first service robot can perform semantic analysis processing on the input information by adopting a preset algorithm to obtain an analysis result. The preset algorithm may be an algorithm based on Dynamic Time Warping (Dynamic Time Warping), a Hidden Markov Model (HMM) method based on a parametric model, a Vector Quantization (VQ) method based on a nonparametric model, or a machine learning algorithm such as a convolutional neural network, a deep learning neural network, or a cyclic neural network, and may be used to perform preprocessing, feature extraction, and predictive analysis on the input information to obtain an analysis result. The analysis result may be used to indicate the meaning content corresponding to the input information of the user, and may include intention information corresponding to the input information of the user.
And S104, the second business robot sends second business marketing information to the user terminal according to the second business marketing strategy so as to carry out marketing.
After the first service robot obtains the analysis result, whether intention information of the user can be determined or not can be judged according to the analysis result to obtain a determination result, whether normal feedback can be carried out or not is judged according to the determination result, a corresponding response message is generated and sent to the central control robot, the central control robot analyzes the response message, and when the response message is used for representing that the first service robot cannot normally feed back or terminate conversation on input information, the first service robot connected with the user terminal is switched to be the second service robot. And when the response message is used for representing that the first service robot can normally feed back the input information, communicating with the current first service robot and sending the response message to the user terminal for marketing.
On the basis of the foregoing embodiment, fig. 3 is a schematic flowchart of a marketing method provided in an embodiment of the present application, and as shown in fig. 3, the method includes:
s201, the central control robot sends the input information to the first service robot.
S202, the first service robot carries out semantic analysis processing based on the input information to obtain an analysis result, and generates a response message based on the analysis result and sends the response message to the central control robot.
And S203, analyzing the response message to obtain a message processing identifier, wherein the message processing identifier is used for representing whether the first service robot can perform normal feedback or end conversation on the input information.
And S204, when the message processing identifier is used for representing that the first service robot cannot normally feed back or terminate the conversation to the input information, switching the first service robot connected with the user terminal into a second service robot.
S205, when the message processing identifier is used for representing that the first service robot can normally feed back the input information, the central control robot sends a response message to the user terminal.
Specifically, after receiving input information sent by the user terminal, the central control robot sends the input information to the first service robot, and the first service robot may perform semantic parsing on the input information by using a preset algorithm to obtain a parsing result. After determining the analysis result, the first service robot may determine whether the intention information of the user can be determined by using a preset analysis algorithm. The preset algorithm may be a Dynamic Time Warping (Dynamic Time Warping) based algorithm, a parameter model-based Hidden Markov Model (HMM) method, or the like. If the intention information of the user can be specified, it is determined whether the intention information can be processed and a response message is generated. The response message may be a response message that the first service robot can process the intention information, or may be a response message that the first service robot cannot process the intention information, and may include, for example, a reply end word or the like.
In the process of generating the response message, the first service robot may mark the feedback result in format according to whether the input information can be processed, and generate a message processing identifier, for example, perform a normal marking when normal feedback is possible, perform an error reporting marking when normal feedback is not possible or a terminating utterance occurs, where the message processing identifier may be set at a certain position of data corresponding to the response message, and may be 0 when the message processing identifier is a normal marking; when the message handling identity is an error flag, it may be 1.
After receiving a response message sent by a first service robot, the central control robot analyzes the response message to obtain a message processing identifier, the message processing identifier is used for representing whether the first service robot can normally feed back or terminate the input information, and when the message processing identifier is used for representing that the first service robot cannot normally feed back or terminate the input information, the central control robot switches a first service robot connected with a user terminal into a second service robot. And when the message processing identifier is used for representing that the first service robot can normally feed back the input information, the central control robot sends a response message to the user terminal.
Illustratively, for example, when the first service robot is a house marketing service robot, after a connection channel between the house marketing service robot and the user terminal is established, the house marketing service robot generates marketing information and sends the marketing information to the user terminal through the central control robot, at this time, the user can perform an input operation on the user terminal, so that the central control robot receives the input information and sends the input information to the house marketing service robot, the house marketing service robot analyzes and processes the input information to obtain an analysis result, for example, the input information is "house purchasing demand", the corresponding analysis result is house purchasing demand, and a preset analysis algorithm can be used to determine that the intention information of the user is house purchasing demand of the user, and determine whether the intention information can be processed and generate a response message, when the intention information can be processed, generating a corresponding response message and sending the response message to the user terminal through the central control robot, and when the intention information cannot be processed, generating a corresponding response message and sending the response message to the central control robot, wherein the response message may be a preset reply end word.
For example, if the input information is "i are not currently determined", the corresponding analysis result is uncertain, and a preset analysis algorithm can be used for determining whether the intention information of the user is uncertain or not, then the house marketing service robot generates a response message which cannot process the input information and sends the response message to the central control robot, the central control robot switches and adjusts other service robots according to the input information, for example, the central control robot can connect with an insurance robot and inquire whether the insurance robot needs insurance or not for subsequent marketing, and also can generate a corresponding feedback message and send the feedback message to the user terminal, for example, "i know retains your information, and tracks whether you determine house purchasing intention after several months.
It should be noted that, since a single type of service robot is only directed to one type of service or service. In the course of a conversation with a client, input information of the client may be out of the processing range of the business robot with which the client is conversing, and therefore, there may be a case where the business robot cannot process intention information.
When the response message sent by the service robot indicates that the service robot cannot process the intention information, that is, the input information of the user exceeds the processing range of the service robot in conversation with the service robot, the central control robot needs to transfer the conversation to other service robots, and may determine the service type of the operation executed by the user according to the intention information, where the service type may be, for example, insurance service, collection service, etc., and then switch the first service robot connected to the user terminal to the second service robot, establish a connection channel between the user terminal and other service robots, and send the intention information to the second service robot for marketing.
When determining that no other service robots to be switched can execute intention information, judging whether the response message conforms to a preset user feedback rule, and when the response message conforms to the preset user feedback rule, sending the response message to the user terminal; and when the response message does not accord with the preset user feedback rule, modifying the response message according to the preset user feedback rule, and sending the modified response message to the user terminal. The user feedback rules may include, but are not limited to, polite language phrases and civilization phrases.
In the embodiment, the central control robot checks the response message to judge whether the response message conforms to the preset user feedback rule or not, and modifies the response message when the response message does not conform to the user feedback rule, so that the situation that a client is not satisfied due to unreasonable feedback of the service robot can be reduced, and the feedback content is more comprehensive.
It should be noted that, if the client input information is within the processing range of the service robot, there is corresponding feedback content according to the marketing strategy or dialect preset by the service robot. However, if the processing range of the business robot is exceeded, the business robot usually adopts a coping manner of sending a bottom-of-pocket answer or feeding back error information. The central control robot judges whether the business robot correctly processes the input information of the client by monitoring whether the business robot sends the bottom-in answer and/or the error information. When the business robot can correctly process the input information of the client, the central control robot continuously keeps monitoring the conversation, and when the business robot can not continuously and correctly process the input information of the client, the central control robot executes a corresponding processing plan according to the conversation content.
It should be noted that, since all information interacted between the user terminal and the service robot needs to be forwarded by the central robot, the central robot can establish the user portrait according to the information input by the user terminal.
Optionally, if the central control robot can directly determine that the service robot needs to be switched according to the semantic understanding result (that is, the intention of the user to input information is clear), the service robot can be directly switched without waiting for the feedback of the first service robot; if the central control cannot determine whether the service robot needs to be switched according to the semantic understanding result (that is, the intention of the user to input information is fuzzy), the central control needs to feed back the first service robot and waits for receiving the response message of the first service robot.
For example, when the first service robot is a house marketing robot, the input information of the user received by the central control robot is input information with a clear intention after semantic understanding, such as "i do not buy a house, i buy a hammer", "no money buy a house", and the like, the central control robot may directly switch the first service robot to the second service robot according to the input information after the semantic understanding, and send the input information to the second service robot. For example, when the received input information is input information with a fuzzy intention of "how much money" and "how to sell", the central robot cannot directly process the input information, and the input information needs to be forwarded to the first service robot for processing.
After receiving the input information, the central control robot can perform simple judgment according to the semantic analysis result of the input information, and can directly perform switching operation if the first service robot needs to be switched to the second service robot through the simple judgment; if the robot needs to be switched by simple judgment, the central control robot sends the input information to the first service robot and waits for processing feedback of the first service robot, and if the input information cannot be processed by the first service robot, the central control robot carefully judges whether other second service robots can process the input information according to the semantic understanding result.
In order to more clearly understand the technical solution of the present application, the following description may be given by way of specific examples.
Illustratively, when a house marketing service robot needs to perform marketing promotion of house selling service, after a connection channel with a user terminal is established through a central control robot, marketing information can be generated according to a preset service marketing strategy, for example, the marketing information can be that a user needs to ask a house first, the user needs not to buy the house, after the user receives the marketing information through the central control robot, the user can perform input operation on the user terminal to generate corresponding input information, the input information can be that the user has no money to say, the user needs to buy a hammer, the intention information of the user is determined that the user does not need to buy the house, the hammer is determined to belong to a hardware tool, and the user terminal can be switched to be connected with a hardware article marketing robot of a second service robot and marketing is performed. If the user performs input operation on the user terminal to generate corresponding input information, for example, the user indicates that the user is arrears and has not yet paid, the user can be inquired whether to find work, and when the central robot determines that the intention information of the user is a work intention, the user is switched to the work-finding service robot, for example, whether the user needs flexible employment can be determined according to the user portrait, when the user needs flexible employment, flexible employment channels such as American group takeout and the like can be introduced, input interaction communication can be performed with the user terminal, and work content, work time, an intention place and the like of the user can be obtained. When the user requirement is determined to be long-term working hours, a working channel for finding long-term work can be introduced for the user. If the user's demand cannot be determined according to the user portrait, a prompt message' we have flexible employment recommendation and long-term work recommendation here, ask for what you want 'can be sent to the user terminal through the service robot'.
In the embodiment, the information recommendation is carried out by continuously analyzing, judging and switching the corresponding service robot according to the input information of the client, topic connection is realized, and finally marketing closed loop is realized, namely, the topic which the client is interested in and the actual demand are found through continuous topic connection, and the product which is matched with the client is further accurately pushed for the client according to the client information collected in the communication process with the client in the topic deeply promoted by the client. The method has the advantages that firstly, topics interested by customers are found accurately through marketing, and secondly, the topics can be accurately recommended according to the interested topics. Finally, effective information can be provided for the client, the problem can be practically solved for the client, and the win-win situation can be realized with the client.
In another embodiment of the present application, a method for monitoring and classifying call contents between a user terminal and a service robot is further provided, in which a central control robot monitors call contents between the user terminal and the service robot, classifies the call contents according to content types, determines at least one classified content, performs data division processing on each classified content according to preset classification tags and classification parameters corresponding to the classification tags, determines contents corresponding to the classification parameters from the classified contents, and stores the contents in positions corresponding to the classification tags.
In the process of the interactive conversation between the service robot and the user terminal, the central control robot continuously keeps monitoring and recording the conversation content, and understands and analyzes the monitored content.
Optionally, the classifying the intercepted call content may include classifying according to data security level and classifying according to service characteristics. The classification according to the data security level is to perform content identification and security level division on user data according to a data security level hierarchical protection rule, and after security level marking is performed on the client data, corresponding privacy protection measures are taken for protection. Classifying user data according to business feature classification rules according to the classification of business features, determining at least one classified content which can be a classification result obtained after rough classification, performing data division processing on each classified content according to the corresponding relation between customer input information and a preset label or parameter after rough classification, determining information corresponding to classification parameters from the classified contents, filling the information into the corresponding label or parameter, and storing the information into a position corresponding to the classification label.
Wherein, each business robot of business type, its business or service responsible for marketing, all have label or parameter corresponding to it. When the semantic understanding is carried out on the monitored conversation content, new conversation content is continuously generated by the client and the business robot, the central control robot needs to continuously classify the information for the newly generated content, and corresponding labels or parameters are added or updated.
In the embodiment, the user data is classified according to the business feature classification rule by classifying the call content, the information can be conveniently classified in a coarse granularity to correspond to the preset classification label or parameter, and the classified content data is classified in a finer granularity through the label or parameter on the basis of the classified data, so that the data is more accurately classified, and the accuracy of the data classification is improved.
In addition, as a preferred implementation manner of the embodiment of the invention, the central robot can also perfect the customer portrait according to the semantic understanding condition, perform classification and labeling operation according to the user portrait to obtain a classification result, further refine and recommend the recommendation information based on the classification result, realize more accurate marketing, and select a reply language suitable for the customer according to the customer portrait.
In another embodiment of the application, an implementation mode of continuously improving the user portrait is further provided, the user portrait is constructed through the central control robot based on input information, feedback information and operation information sent by the user terminal, and information recommendation is performed based on the user portrait.
It should be noted that the user representation is an effective tool for delineating the target user and associating the user appeal with the design direction, and the user representation is generated based on the collected user information, and may include user preferences (high consumption or low consumption), user interests, user age, user occupation, and the like.
The user portrait corresponding to the user may be obtained by collecting input information, feedback information and operation information of the user terminal and processing the same.
Optionally, the process of determining the user image corresponding to the user may be to acquire public opinion characteristic information and attribute characteristic information input by the user on the user terminal, and construct the user image of the user by using a preset classifier according to the public opinion characteristic information and the attribute characteristic information. Wherein, the attribute characteristic information of the user comprises: user name, gender, location, age, online authentication information, financial status, academic history, consumer ability, time abundance, etc.
In the embodiment, the user portrait is enriched continuously, the intention information of the user can be determined based on the user portrait, and information recommendation is performed faster based on the intention information, so that the labor cost is reduced, and the time is saved.
Illustratively, for example, when the business robot is a business robot to be induced to receive and pay a certain user by an AI phone, after a connection channel between the business robot and the user terminal is established, the business robot is induced to generate marketing information and sends the marketing information to the user terminal through the central control robot, then the user may perform an input operation on the user terminal, so that the central control robot receives the input information, for example, the input information is "i's no money", the corresponding parsing result is no money, and it can be determined by using a preset parsing algorithm that the user's intention information indicates that the user has no money to pay, the intention information is sent to the business robot to be induced to receive and generate a response message and send the response message to the user terminal through the central control robot, the response message may be, for example, asking whether there is work, and the user may perform the input operation on the user terminal, the method comprises the steps that a central control robot receives input information, for example, the input information is 'I do not work', the business robot receives the input information through the central control robot and sends a corresponding response message, the response message represents that the work can be recommended and inquires whether a user has a work intention, when the user represents that the user has the work intention through a user terminal, the business robot can obtain client information through the central control robot and automatically match the user with proper work according to the client information and the work requirement, so that the work is recommended to the user and recorded so as to facilitate follow-up conditions; when the user indicates no work intention through the user terminal, the business robot can inquire the current condition and reason of the user through the central control robot, such as the user answers: during startup, marketing information related to startup can be recommended through the central control robot, and if the user answers: and the user can be introduced with marketing information related to stress relaxation through the central control robot, so that corresponding content recommendation is continuously performed according to input information of the user on the user terminal, more user information can be acquired, more accurate user figures can be formed for feedback, potential users can be acquired, and marketing efficiency is improved.
In summary, the present invention provides a marketing method, in which a central control robot receives a connection request of a service robot and sends the connection request to a user terminal, receives and responds to a connection instruction sent by the user terminal, establishes a connection channel between the user terminal and the service robot, receives marketing information, sends the marketing information to the user terminal, receives input information sent by the user terminal, performs semantic analysis on the input information to obtain an analysis result, and determines whether to switch the service robot and perform marketing based on the analysis result. According to the technical scheme, semantic analysis processing can be carried out on input information of a user to obtain an analysis result, the business robots which are in butt joint with the user are flexibly switched and adjusted according to the analysis result, more requirements and information of the customer are obtained in the process of interacting with the user terminal without being limited by commodity recommendation of one business type, and then a plurality of business robots are switched and adjusted to carry out interactive operation with the user terminal according to the input information of the user, so that different services or commodities are recommended to the user, and the efficiency and the accuracy of marketing are effectively improved.
It should be noted that while the operations of the method of the present invention are depicted in the drawings in a particular order, this does not require or imply that the operations must be performed in this particular order, or that all of the illustrated operations must be performed, 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. 4 is a schematic structural diagram of a marketing device according to an embodiment of the present disclosure. The apparatus may be an apparatus within a marketing system, as shown in fig. 4, the apparatus 110 comprising:
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;
the interaction module 112 is used for the first business robot to send marketing information to the user terminal according to a preset first business marketing strategy and interact with the user terminal;
the processing module 113 is used for the central control robot to receive input information sent by the user terminal and switch the first service robot connected with the user terminal into the second service robot based on the input information;
and the marketing module 114 is used for sending the second business marketing information to the user terminal by the second business robot according to the second business marketing strategy so as to carry out marketing.
Optionally, the processing module 113 is specifically configured to:
judging whether the intention information of the user can be determined or not by adopting a preset analysis algorithm based on the analysis result; the central control robot sends the input information to a first service robot;
the first business robot carries out semantic analysis processing based on the input information to obtain an analysis result, and generates a response message based on the analysis result and sends the response message to the central control robot;
analyzing the response message to obtain a message processing identifier, wherein the message processing identifier is used for representing whether the first service robot can normally feed back or terminate the conversation on the input information;
and when the message processing identifier is used for representing that the first service robot cannot normally feed back or terminate the conversation to the input information, switching the first service robot connected with the user terminal into a second service robot.
Optionally, the processing module 113 is further configured to:
determining a corresponding service type based on the input information;
searching a second service robot corresponding to the service type;
and when the second service robot corresponding to the service type is found, switching the first service machine connected with the user terminal to the second service machine corresponding to the service type.
Optionally, the processing module 113 is further configured to:
and when the message processing identifier is used for representing that the first service robot can normally feed back the input information, the central control robot sends a response message to the user terminal.
Optionally, the processing module 113 is further configured to:
if the second service robot corresponding to the service type is not found, judging whether the response message conforms to a preset user feedback rule or not;
when the preset user feedback rule is met, sending a response message to the user terminal;
and when the response message does not accord with the preset user feedback rule, modifying the response message according to the preset user feedback rule, and sending the modified response message to the user terminal.
Optionally, the apparatus is further configured to:
the central robot constructs a user portrait based on input information, feedback information and operation information sent by a user terminal;
and determining intention information of the user based on the user portrait, and recommending information based on the intention information.
Optionally, the apparatus is further configured to:
the method comprises the following steps that a central control robot monitors conversation contents between a user terminal and a plurality of service robots;
classifying the call content according to the service type, and determining at least one classified content;
according to a preset classification label or a classification parameter corresponding to the classification label, performing data division processing on each classification content, and determining information corresponding to the classification parameter from the classification content;
and storing the information into the position corresponding to the classification label.
It can be understood that the marketing device provided in this embodiment may implement the embodiments of the method described above, and the implementation principle and the technical effect are similar, and are not described herein again.
In another aspect, a computer device provided by the embodiments of the present application includes a memory, a processor, and a computer program stored in the memory and executable on the processor, and the processor executes the computer program to implement the marketing method as described above.
Referring to fig. 5, fig. 5 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. 5, 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 part 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 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 which 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 system comprises a connection establishing module, an interaction module, a processing module and a marketing 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 marketing 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 business robot sends marketing information to the user terminal according to a preset first business marketing strategy and interacts with the user terminal;
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 business robot sends second business marketing information to the user terminal according to the second business marketing strategy so as to carry out marketing.
In summary, the present invention provides a marketing method, apparatus, system, device, and medium, in which a central robot receives a communication channel between a first service robot and a user terminal, the first service robot sends marketing information to the user terminal according to a preset first service marketing strategy and interacts with the user terminal, the central robot receives input information sent by the user terminal, and switches the first service robot connected to the user terminal to a second service robot based on the input information, and the second service robot sends second service marketing information to the user terminal according to the second service marketing strategy, so as to perform marketing. According to the technical scheme, the service robot which is butted with the user can be flexibly switched and adjusted based on the input information of the user, so that in the interaction process with the user terminal, the service robot is not limited by commodity recommendation of one service type, more requirements and information of the customer are obtained in the interaction process with the user terminal, and then another service robot is switched and adjusted to carry out interactive operation with the user terminal according to the input information of the user, so that different services or commodities are recommended to the user, and the marketing efficiency and accuracy are effectively improved.
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 (11)
1. A marketing method, the method comprising:
establishing a communication channel between a first service robot and a user terminal through a central control robot;
the first business robot sends marketing information to the user terminal according to a preset first business marketing strategy and interacts with the user terminal;
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 business robot sends second business marketing information to the user terminal according to the second business marketing strategy so as to carry out marketing.
2. The marketing method of claim 1, wherein switching a first service robot connected to the user terminal to a second service robot based on the input information comprises:
the central robot sends the input information to the first service robot;
the first business robot carries out semantic analysis processing based on the input information to obtain an analysis result, and generates a response message based on the analysis result and sends the response message to the central control robot;
analyzing the response message to obtain a message processing identifier, wherein the message processing identifier is used for representing whether the first service robot can perform normal feedback or terminal conversation on the input information;
and when the message processing identifier is used for representing that the first service robot cannot perform normal feedback or end conversation on the input information, switching the first service robot connected with the user terminal into a second service robot.
3. The marketing method according to claim 2, wherein switching a first business robot connected to the user terminal to a second business robot comprises:
determining a corresponding service type based on the input information;
searching a second service robot corresponding to the service type;
and when the second service robot corresponding to the service type is found, switching the first service machine connected with the user terminal to the second service machine corresponding to the service type.
4. The marketing method of claim 2, wherein after parsing the response message to obtain a message processing identifier, the method further comprises:
and when the message processing identifier is used for representing that the first service robot can normally feed back the input information, the central control robot sends the response message to the user terminal.
5. The marketing method of claim 3, wherein after locating the second business robot corresponding to the business type, the method further comprises:
if the second service robot corresponding to the service type is not found, judging whether the response message conforms to a preset user feedback rule;
when the preset user feedback rule is met, sending the response message to the user terminal;
and when the response message does not accord with the preset user feedback rule, modifying the response message according to the preset user feedback rule, and sending the modified response message to the user terminal.
6. The marketing method of claim 1, further comprising:
the central robot constructs a user portrait based on input information, feedback information and operation information sent by the user terminal;
and determining intention information of the user based on the user portrait, and recommending information based on the intention information.
7. The marketing method of claim 1, further comprising:
the central control robot monitors the conversation content between the user terminal and a plurality of service robots;
classifying the call content according to the service type to determine at least one classified content;
according to preset classification labels or classification parameters corresponding to the classification labels, performing data division processing on each classification content, and determining information corresponding to the classification parameters from the classification contents;
and storing the information into a position corresponding to the classification label.
8. A marketing device, the device comprising:
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 interaction module is used for the first business robot to send marketing information to the user terminal according to a preset first business marketing strategy and interact with the user terminal
The processing module is used for the central control robot to receive input information sent by the user terminal and switch a first service robot connected with the user terminal into a second service robot based on the input information;
and the marketing module is used for sending second business marketing information to the user terminal by the second business robot according to the second business marketing strategy so as to carry out marketing.
9. A marketing system is characterized by comprising a central control robot, a first service robot and a second service robot corresponding to different services, wherein the central control robot is respectively connected with the first service robot and the second service robot corresponding to different services;
the first business robot is used for sending marketing information to the user terminal according to a preset first business marketing strategy and interacting with the user terminal;
the central control robot is used for establishing a communication channel between the service robot and the user terminal, receiving input information sent by the user terminal, and switching the first service robot connected with the user terminal into a second service robot based on the input information;
the second business robot is used for sending second business marketing information to the user terminal according to a second business marketing strategy so as to carry out marketing.
10. A computer device comprising a memory, a processor, and a computer program stored in the memory and executable on the processor, wherein the processor implements the marketing method of any of claims 1-7 when executing the computer program.
11. A computer-readable storage medium having stored thereon a computer program for implementing the marketing method of any one of claims 1-7.
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