CN115577088B - Technology development consultation system for distributing chat information - Google Patents
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Abstract
The invention relates to the technical field of flange plates, in particular to a technical development consultation system for distributing chat information. The system comprises a record input end, an information matching end, a database and a response end; the database is used for storing the record information of the manual customer service and the client consultation chat, and comprises a keyword storage unit and a full record storage unit; in the invention, the keywords and the corresponding manual service words are uniformly stored through the full-record storage unit, then the keywords are independently stored through the keyword storage unit, when the manual service is not performed, only the information matching end is required to input consultation information, the information is matched with the keywords through the keyword storage unit, and then the manual service words are matched through the full-record storage unit, so that the matching precision is improved, and the keyword matching error is reduced when the keywords and the manual service words are uniformly put in storage.
Description
Technical Field
The invention relates to the technical field of chat information distribution consultation, in particular to a technical development consultation system for distributing chat information.
Background
With the development of the internet and electronic commerce, many technical development websites provide services of online customer service to solve the doubt for users. Most of the existing online customer service response systems provide response services such as self-service, robot service or manual customer service; the self-service is usually to preset some questions and corresponding answers by a website, select the questions to be known from the questions by a user, and feed back the corresponding answers by the website; the robot service is usually that the robot and the user carry out chat dialogue, key information is extracted from questions of the user, and corresponding answers are fed back through internal analysis, and compared with self-service, the robot service has the advantages that the robot can carry out simple semantic judgment, the questions presented by the user are not required to be identical with the questions preset by the robot, and the question-asking mode of the user is more flexible; the manual customer service refers to chat conversations between customer service personnel and users.
When integrating the self-service, robot service and manual customer service, a common approach is for a user to manually select whether self-service, robot service or manual customer service is required after entering an online customer service page. The method can cause uneven distribution of each service, especially the common habit of users is that the manual service is selected preferentially, so that the working pressure of the manual service is overlarge, secondly, the robot service is an answer preset in advance, reply deviation can occur, so that the user experience is poor, meanwhile, in the prior art, the manual service vocabulary of the manual service is used as the answer of the robot service, the most suitable manual service vocabulary is matched by keywords, but a large number of manual service vocabularies are put in storage uniformly, matching errors can occur, so that the precision is not high, and in view of the problem, a technical development consultation system for distributing chat information is urgently needed to improve the defects of the prior art.
Disclosure of Invention
The invention aims to provide a technical development consultation system for distributing chat information so as to solve the problems in the background technology.
In order to achieve the above object, the present invention provides a technical development consultation system for distributing chat information, which includes a record input end, an information matching end, a database and a response end; the database is used for storing the record information of the manual customer service and the client consultation chat, and comprises a keyword storage unit and a full record storage unit, wherein: the key word storage unit is used for storing key words of chat records of the client consultation, and the whole record storage unit is used for storing all chat records of the manual customer service and the client consultation;
the record input end is used for recording the consultation information between the manual customer service and the customer, extracting and matching the keywords consulted by the customer during manual service, and after the keywords are extracted, singly transferring the keywords to the keyword storage unit for storage after being distributed, and uniformly transferring the manual service vocabulary and the keywords to the full record storage unit after being matched;
the information matching end is used for inputting customer consultation information and identifying keywords matched with the customer consultation information, the information matching end comprises a keyword matching unit, the keyword matching unit is used for matching the input customer consultation information with the keywords in the keyword storage unit, customers input the consultation information through a chat window, enter the information matching end, screen the keywords in the consultation information by adopting the keyword matching unit, match the screened keywords with the keywords in the keyword storage unit, and screen the keywords corresponding to the consultation information;
and the keywords in the keyword storage unit are matched with the keywords in the chat records of the full-record storage unit, the manual service vocabulary with the highest matching degree is selected to be output through the response end, the keywords matched with the keyword storage unit by the keyword matching unit are then highly matched with the manual service vocabulary in the full-record storage unit, and finally the chat window is output through the response end so as to reply the client consultation information.
As a further improvement of the technical scheme, the recording input end comprises a keyword extraction unit, wherein the keyword extraction unit is used for extracting keywords consulted by a customer during manual service.
As a further improvement of the technical scheme, the recording input end further comprises a customer service recording unit which is used for inputting the manual service words and matching the keywords extracted by the keyword extraction unit, then the keywords and the manual service words are uniformly transferred to the full-record storage unit for storage, a one-to-many matching mode is adopted, a single keyword is matched with a plurality of manual service words, a single manual service word is matched with a plurality of keywords, the manual service words and the keywords are matched for many times, the best keywords and manual service word partners are extracted, the customer service recording unit is used for matching the manual service words with the keywords before the keywords are distributed, and when the keyword storage unit is matched with the full-record storage unit keywords, the manual service words with higher accuracy can be matched, and the accuracy of reply is further improved.
As a further improvement of the technical scheme, the recording input end further comprises a keyword distribution unit, wherein the keyword distribution unit is used for classifying the manual service vocabulary of the customer service recording unit and keywords matched by the keyword extraction unit, classifying the matched keywords and then entering the keyword storage unit, extracting the keywords matched by the customer service recording unit and the keyword extraction unit, and then transferring the keywords to the keyword storage unit for storage, so that when the keyword storage unit is matched with the full-record storage unit, only the corresponding keywords are input, and the manual service vocabulary with higher accuracy can be matched.
As a further improvement of the technical scheme, the customer service recording unit adopts the Jaro-Winkler algorithm to match the artificial service vocabulary in the customer service recording unit with the keywords in the keyword extraction unit, and the algorithm is as follows:
the Jaro distance between the artificial service vocabulary and the keyword bytes is set to beThe length of the common prefix owned by the artificial service vocabulary and the keyword byte is +.>The range factor of the prefix is +.>The formula for the Jaro-Winkler distance is:
；
maximum of 4 characters +.>≤0.25。
As a further improvement of the technical scheme, the keyword matching unit adopts a Jaro-Winkler algorithm to match the client consultation information in the keyword matching unit with the keywords in the keyword storage unit.
As a further improvement of the technical scheme, the full-record storage unit adopts the Jaro-Winkler algorithm to match the manual service vocabulary in the full-record storage unit with the keywords in the keyword storage unit.
As a further improvement of the technical scheme, the keyword data output by the response end are output through a chat window.
As a further improvement of the technical scheme, the manual chat record data of the chat window is input to the record input end.
As a further improvement of the technical scheme, the client consultation information data in the chat window is input to the information matching terminal.
Compared with the prior art, the invention has the beneficial effects that:
1. in the technical development consultation system for distributing chat information, keywords and corresponding manual service words are uniformly stored through the full-record storage unit, then the keywords are independently stored through the keyword storage unit, when the chat information is not manually serviced, only the consultation information is input through the information matching end, keyword pairing is carried out on the information through the keyword storage unit, and then the manual service words are paired through the full-record storage unit, so that pairing accuracy is improved, and keyword pairing errors are reduced when the keywords and the manual service words are uniformly put in storage.
2. In the technical development consultation system for distributing chat information, the pairing of the manual service words and the keywords adopts one-to-many repeated pairing of the customer service recording unit, and the keywords with higher pairing degree are imported into the full-record storage unit, so that the pairing precision is improved.
Drawings
FIG. 1 is a schematic overall flow chart of the present invention.
Detailed Description
The following description of the embodiments of the present invention will be made clearly and completely with reference to the accompanying drawings, in which it is apparent that the embodiments described are only some embodiments of the present invention, but not all embodiments. All other embodiments, which can be made by those skilled in the art based on the embodiments of the invention without making any inventive effort, are intended to be within the scope of the invention.
In the description of the present invention, it should be understood that the terms "center", "longitudinal", "lateral", "length", "width", "thickness", "upper", "lower", "front", "rear", "left", "right", "vertical", "horizontal", "top", "bottom", "inner", "outer", "clockwise", "counterclockwise", etc. indicate orientations or positional relationships based on the orientations or positional relationships shown in the drawings are merely for convenience in describing the present invention and simplifying the description, and do not indicate or imply that the apparatus or elements referred to must have a specific orientation, be configured and operated in a specific orientation, and thus should not be construed as limiting the present invention.
Examples
Referring to fig. 1, the present embodiment is directed to providing a technical development consultation system for distributing chat information, which includes a record input end, an information matching end, a database and a response end; the key word data output by the response end is output through a chat window, manual chat record data of the chat window is input to the record input end, client consultation information data in the chat window is input to the information matching end, the database is used for storing manual customer service and client consultation chat record information, and the database comprises a key word storage unit and a full record storage unit, wherein: the key word storage unit is used for storing key words of chat records of the client consultation, and the whole record storage unit is used for storing all chat records of the manual customer service and the client consultation;
the recording input end is used for recording the consultation information between the manual customer service and the customer, extracting and matching the keywords consulted by the customer during manual service, and after the keywords are extracted, singly transferring the keywords to the keyword storage unit for storage after being distributed, and uniformly transferring the manual service vocabulary and the keywords to the full-record storage unit after being matched;
the information matching end is used for inputting customer consultation information and identifying keywords matched with the customer consultation information, the information matching end comprises a keyword matching unit, the keyword matching unit is used for matching the input customer consultation information with the keywords in the keyword storage unit, customers input the consultation information through the chat window and enter the information matching end, the keyword matching unit is used for screening the keywords in the consultation information, the screened keywords are matched with the keywords in the keyword storage unit, and the keywords corresponding to the consultation information are screened;
the keyword matching unit adopts a Jaro-Winkler algorithm to match the client consultation information in the keyword matching unit with the keywords in the keyword storage unit, and the algorithm is as follows:
let Jaro distance between client consultation information and keyword byte beThe length of the common prefix owned by the client consultation information and the keyword byte is +.>The range factor of the prefix is +.>The formula for the Jaro-Winkler distance is:
；
maximum of 4 characters +.>Less than or equal to 0.25, p is assigned to 0.1,>the larger the two strings are, the greater the similarity is.
The method comprises the steps of matching keywords in a keyword storage unit with keywords in chat records of a full-record storage unit, selecting the manual service vocabulary with highest matching degree, outputting the keywords matched with the keyword storage unit by a response end, then highly matching the keywords matched with the manual service vocabulary in the full-record storage unit, and finally outputting a chat window by the response end to reply to client consultation information.
The full-record storage unit adopts the Jaro-Winkler algorithm to match the manual service vocabulary in the full-record storage unit with the keywords in the keyword storage unit, and the algorithm is as follows:
the Jaro distance between the artificial service vocabulary and the keyword bytes is set to beThe length of the common prefix owned by the artificial service vocabulary and the keyword byte is +.>The range factor of the prefix is +.>The formula for the Jaro-Winkler distance is:
；
maximum of 4 characters +.>Less than or equal to 0.25, p is assigned to 0.1,>the larger the two strings are, the greater the similarity is.
Specific:
in consideration of the need of extracting keywords in the consultation information between the input manual customer service and the client, the recording input end comprises a keyword extraction unit, wherein the keyword extraction unit is used for extracting keywords consulted by the client when the manual service is performed, and the keyword extraction unit adopts a TF-IDF formula algorithm to extract keywords, and the specific method is as follows:
wherein the method comprises the steps ofCount (w) is the number of occurrences of the keyword, |D i And I is the number of all words in the chat log. The inverse document frequency reflects the prevalence of keywords-the lower the IDF value of a word when it is more common (i.e., there are a large number of documents containing the word); otherwise, the higher the IDF value. IDF is defined as follows:
where N is the total number of all documents, I (w, D i ) Indicating whether the document contains keywords, if so, it is 1, if not, it is 0, and if the word w does not appear in all documents, it is 0 in the denominator of the IDF formula.
After the keywords are extracted, when a chat window reply is required aiming at the client consultation problem, in order to match out the manual service vocabulary with higher precision, the record input end further comprises a customer service record unit for inputting the manual service vocabulary and matching the keywords extracted by the keyword extraction unit, the keywords and the manual service vocabulary are uniformly transferred to a full record storage unit for storage, a one-to-many matching mode is adopted, a single keyword is matched with a plurality of manual service vocabularies, the single manual service vocabulary is matched with the plurality of keywords for a plurality of times, the best keyword is extracted from the manual service vocabulary and the manual service vocabulary partner, the manual service vocabulary is matched with the keyword by adopting the customer service record unit before the keywords are distributed, and when the keyword storage unit is matched with the keywords of the full record storage unit, the manual service vocabulary with higher precision can be matched out, so that the reply accuracy is further improved;
the customer service recording unit adopts the Jaro-Winkler algorithm to match the artificial service vocabulary in the customer service recording unit with the keywords in the keyword extraction unit, and the algorithm is as follows:
the Jaro distance between the artificial service vocabulary and the keyword bytes is set to beThe length of common prefix owned by artificial service vocabulary and keyword bytesIs->The range factor of the prefix is +.>The formula for the Jaro-Winkler distance is:
；
maximum of 4 characters +.>Less than or equal to 0.25, p is assigned to 0.1,>the larger the two strings are, the greater the similarity is.
In order to store the obtained keywords in a classified manner, the record input end further comprises a keyword distribution unit, the keyword distribution unit is used for classifying the manual service vocabulary of the customer service recording unit and the keywords matched by the keyword extraction unit, the matched keywords are classified and then enter the keyword storage unit, the keywords matched by the customer service recording unit and the keyword extraction unit are extracted and then transferred to the keyword storage unit for storage, and when the keyword storage unit is matched with the full record storage unit, only the corresponding keywords are input, so that the manual service vocabulary with higher accuracy can be matched.
The specific flow method is as follows:
s1, firstly, when in manual service, a client inputs consultation information through a chat window, replies the consultation information through manual customer service, and then generates a chat record;
s2, inputting chat records through a record input end, and extracting keywords through a keyword extraction unit;
s3, after the keywords are extracted, inputting the manual service vocabulary through the customer service recording unit, pairing the manual service vocabulary with the keywords extracted by the keyword extraction unit, and then uniformly transferring the manual service vocabulary to the full-record storage unit;
s4, classifying the manual service vocabulary and the matched keywords through a keyword distribution unit, and independently storing the matched keywords into a keyword storage unit;
s5, when the client is in non-manual service, the client inputs consultation information through a chat window, and information data is input through an information matching end;
s6, matching the keywords in the keyword storage unit through the keyword matching unit, and screening out corresponding keywords;
s7, matching the screened keywords with the keywords in the whole record storage unit to obtain corresponding artificial service vocabulary;
s8, outputting the artificial service vocabulary through the response end, and displaying the artificial service vocabulary through the chat window.
According to the technical development consultation system for distributing chat information, keywords and corresponding manual service words are uniformly stored, then the keywords are independently stored, when non-manual service is performed, only the consultation information is input through the information matching end, keyword pairing is performed on the information through the keyword storage unit, and then the manual service words are paired through the full record storage unit, so that pairing accuracy is improved, keyword pairing errors are reduced when the keywords and the manual service words are uniformly put in storage, meanwhile, the pairing of the manual service words and the keywords in the embodiment is repeatedly paired one to many, the keywords with higher pairing degree are put in storage with the manual service words, and pairing accuracy is improved.
The foregoing has shown and described the basic principles, principal features and advantages of the invention. It will be understood by those skilled in the art that the present invention is not limited to the above-described embodiments, and that the above-described embodiments and descriptions are only preferred embodiments of the present invention, and are not intended to limit the invention, and that various changes and modifications may be made therein without departing from the spirit and scope of the invention as claimed. The scope of the invention is defined by the appended claims and equivalents thereof.
Claims (1)
1. A technical development consultation system for distributing chat information is characterized in that: the system comprises a record input end, an information matching end, a database and a response end; the database is used for storing the record information of the manual customer service and the client consultation chat, and comprises a keyword storage unit and a full record storage unit, wherein: the key word storage unit is used for storing key words of chat records of the client consultation, and the whole record storage unit is used for storing all chat records of the manual customer service and the client consultation;
the record input end is used for recording the consultation information between the manual customer service and the customer, extracting and matching the keywords consulted by the customer during manual service, and after the keywords are extracted, singly transferring the keywords to the keyword storage unit for storage after being distributed, and uniformly transferring the manual service vocabulary and the keywords to the full record storage unit after being matched;
the information matching end is used for inputting the client consultation information and identifying keywords matched with the client consultation information, and comprises a keyword matching unit which is used for matching the input client consultation information with the keywords in the keyword storage unit;
the key words in the key word storage unit are matched with the key words in the chat records of the whole record storage unit, and the artificial service vocabulary with the highest matching degree is selected and output through the response end;
the recording input end comprises a keyword extraction unit, wherein the keyword extraction unit is used for extracting keywords consulted by a client during manual service;
the keyword extraction unit adopts a TF-IDF formula algorithm to extract keywords, and the specific method is as follows:
wherein count (w) is the number of occurrences of the keyword, |D i The I is the number of all words in the chat record;
when a word is more common, its IDF value is lower; conversely, the higher the IDF value, the more IDF is defined as follows:
where N is the total number of all documents, I (w, D i ) Indicating whether the document contains keywords, if so, the document is 1, if not, the document is 0, and if the word w does not appear in all the documents, the denominator in the IDF formula is 0;
the record input end also comprises a customer service record unit for inputting the manual service vocabulary and matching the keywords extracted by the keyword extraction unit, then uniformly transferring the keywords and the manual service vocabulary into the full record storage unit for storage, and adopting a one-to-many matching mode, wherein a single keyword is matched with a plurality of manual service vocabulary, and a single manual service vocabulary is matched with a plurality of keywords;
the recording input end also comprises a keyword distribution unit, wherein the keyword distribution unit is used for classifying the manual service vocabulary of the customer service recording unit and the keywords matched by the keyword extraction unit, and classifying the matched keywords and then entering the classified keywords into a keyword storage unit;
the customer service recording unit adopts a Jaro-Winkler algorithm to match the artificial service vocabulary in the customer service recording unit with the keywords in the keyword extraction unit, and the algorithm is as follows:
let Jaro distance of artificial service vocabulary and keyword bytes be d j The length of the common prefix owned by the artificial service vocabulary and the keyword byte is L, the range factor of the prefix is p, and the calculation formula of the Jaro-Winkler distance is as follows:
；
l is 4 characters at most, and p is less than or equal to 0.25;
the keyword matching unit adopts a Jaro-Winkler algorithm to match the client consultation information in the keyword matching unit with the keywords in the keyword storage unit;
the full-record storage unit adopts a Jaro-Winkler algorithm to match the manual service vocabulary in the full-record storage unit with the keywords in the keyword storage unit;
the keyword data output by the response end is output through a chat window;
the manual chat record data of the chat window is input to the record input end;
the client consultation information data in the chat window is input to an information matching end;
the specific operation flow of the technical development consultation system is as follows:
s1, firstly, when in manual service, a client inputs consultation information through the chat window, replies the consultation information through manual customer service, and then generates a chat record;
s2, inputting chat records through the record input end, and extracting keywords through the keyword extraction unit;
s3, after the keywords are extracted, inputting an artificial service vocabulary through the customer service recording unit, pairing the artificial service vocabulary with the keywords extracted by the keyword extraction unit, and then uniformly transferring to the full record storage unit;
s4, classifying the manual service vocabulary and the matched keywords through the keyword distribution unit, and independently storing the matched keywords into the keyword storage unit;
s5, when in non-manual service, a client inputs consultation information through the chat window, and information data is input through the information matching end;
s6, matching the keywords in the keyword storage unit through the keyword matching unit, and screening out corresponding keywords;
s7, matching the screened keywords with the keywords in the whole record storage unit to obtain corresponding artificial service words;
s8, outputting the artificial service vocabulary through the response end, and displaying the artificial service vocabulary through the chat window.
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| CN110069607A (en) * | 2017-12-14 | 2019-07-30 | 株式会社日立制作所 | For the method, apparatus of customer service, electronic equipment, computer readable storage medium |
| CN112635052A (en) * | 2020-12-31 | 2021-04-09 | 上海麦景广告有限公司 | Adjustable medical health information management and consultation service system |
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Patent Citations (4)
| Publication number | Priority date | Publication date | Assignee | Title |
|---|---|---|---|---|
| WO2017041372A1 (en) * | 2015-09-07 | 2017-03-16 | 百度在线网络技术（北京）有限公司 | Man-machine interaction method and system based on artificial intelligence |
| CN110069607A (en) * | 2017-12-14 | 2019-07-30 | 株式会社日立制作所 | For the method, apparatus of customer service, electronic equipment, computer readable storage medium |
| CN108764937A (en) * | 2018-05-02 | 2018-11-06 | 开源物联网（广州）有限公司 | It can iteration intelligent customer service system |
| CN112635052A (en) * | 2020-12-31 | 2021-04-09 | 上海麦景广告有限公司 | Adjustable medical health information management and consultation service system |
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