CN103886092A - Method and device for providing terminal failure problem solutions - Google Patents
Method and device for providing terminal failure problem solutions Download PDFInfo
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- CN103886092A CN103886092A CN201410131155.9A CN201410131155A CN103886092A CN 103886092 A CN103886092 A CN 103886092A CN 201410131155 A CN201410131155 A CN 201410131155A CN 103886092 A CN103886092 A CN 103886092A
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- G—PHYSICS
- G06—COMPUTING; CALCULATING OR COUNTING
- G06F—ELECTRIC DIGITAL DATA PROCESSING
- G06F16/00—Information retrieval; Database structures therefor; File system structures therefor
- G06F16/30—Information retrieval; Database structures therefor; File system structures therefor of unstructured textual data
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- G06—COMPUTING; CALCULATING OR COUNTING
- G06F—ELECTRIC DIGITAL DATA PROCESSING
- G06F16/00—Information retrieval; Database structures therefor; File system structures therefor
- G06F16/30—Information retrieval; Database structures therefor; File system structures therefor of unstructured textual data
- G06F16/31—Indexing; Data structures therefor; Storage structures
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Abstract
The invention provides a method and device for providing terminal failure problem solutions. The method comprises the steps of clustering terminal failure problems in the history records of user questions, providing an online application template of a corresponding solution for each category, and providing solutions for users based on the online application templates. Due to the fact that the terminal failure problems in the history records of the user questions are clustered and the online application template of each category is provided, each solution corresponds to an online application template, the solution of a corresponding terminal failure problem can be determined based on the online application templates during searching, and then solution providing efficiency is improved and requirements for real-time performance are met.
Description
Technical field
The present invention relates to technical field of data processing, relate in particular to a kind of method and device that terminal fault issue-resolution is provided.
Background technology
Along with the development of PC technology and Internet technology, user is increasing to the dependence of internet.In the time that user's existing problems need to solve, generally all can directly arrive the enterprising line search in internet, obtain corresponding solution.For example, while there is the problem relevant to computer, general user can offer search engine by terminal fault problem, and screening one by one in the solution providing at search engine, attempts solving terminal fault problem one by one.
Existing search engine receives after the terminal fault problem of user's enquirement, retrieve each solution according to this terminal fault problem, this solution comprises kit and URL article, kit is can be at the autoexec of subscriber's local equipment operation, and the webpage corresponding to this URL of URL article described a series of operation steps.Concrete, in the time that the terminal fault problem of puing question to for user is retrieved, this terminal fault problem is mated with each terminal fault problem of preserving in database, when the match is successful, solution corresponding this terminal fault problem is offered to user.
This mode of mating is one by one consuming time longer, cannot meet the requirement of real-time that user provides solution, affects user's experience.
Summary of the invention
In view of the above problems, the present invention has been proposed to a kind of a kind of method and device that terminal fault issue-resolution is provided that overcomes the problems referred to above or address the above problem is at least in part provided.
The embodiment of the present invention provides a kind of method that terminal fault issue-resolution is provided, and the method comprises:
Terminal fault problem in every historical record that user is putd question to is carried out cluster;
For each classification, the online applying template of the solution that described classification is provided is set;
Based on described online application module, provide solution to user.
Further, described setting provides the online applying template of the solution of described classification to comprise:
Extract at least one core word of the terminal fault problem in this classification;
In this classification, according to each core word, generate each regular expression;
Set up the corresponding relation of each solution and at least one regular expression; And
According to the corresponding relation of each regular expression and online applying template, the online applying template of the solution that each classification is provided is set
Further, at least one core word that the terminal fault problem in this classification of described extraction comprises comprises:
Each terminal fault problem in this classification is carried out to participle, obtain each basic word;
The frequency occurring according to each basic word, determines at least one core word that the terminal fault problem in this classification comprises.
Further, the described frequency occurring according to each basic word, determine that at least one core word that the terminal fault problem in this classification comprises comprises:
Based on N-Gram language model, add up the frequency that each basic word and/or each phrase occur, wherein each phrase is made up of at least two basic words;
According to the frequency of each basic word and/or phrase appearance, extract such other at least one core word.
Further, at least one core word that the terminal fault problem in this classification of described extraction comprises comprises:
Terminal fault problem in this classification is carried out to cluster, obtain at least one subclass;
In each subclass, each terminal fault problem is carried out to participle, obtain each basic word;
According to the frequency of each basic word appearance, determine the core word of this subclass.
Further, the described core word of determining this subclass comprises:
In each subclass, based on N-Gram language model, add up the frequency that each basic word and/or each phrase occur;
According to the frequency of each basic word and/or phrase appearance, determine the core word of this subclass.
Further, terminal fault problem is carried out after participle, described method also comprises:
The basic word obtaining is carried out to filtration treatment.
Further, describedly user's terminal fault problem in historical record of puing question to carried out to cluster comprise:
Adopt Kmeans clustering algorithm, user's terminal fault problem in historical record of puing question to is carried out to cluster.
The embodiment of the present invention provides a kind of method that terminal fault issue-resolution is provided, and the method comprises:
Receive the terminal fault problem of user's input;
Determine the online application module corresponding to solution number of described terminal fault problem;
The solution matching with described terminal fault problem is incorporated in described online applying template, offers described user.
Further, described online applying template corresponding to solution of determining described terminal fault problem comprises: determine the affiliated classification of solution of described terminal fault problem, transfer online applying template corresponding to described classification.
Further, under the described solution of determining described terminal fault problem, classification comprises:
Described terminal fault problem is mated with each regular expression, by the classification at the regular expression place that the match is successful, be defined as the affiliated classification of solution of this terminal fault problem.
The embodiment of the present invention provides a kind of device that terminal fault issue-resolution is provided, and this device comprises:
Historical data base, puts question to each terminal fault problem of historical record and the solution of correspondence thereof for preserving user;
Cluster module, carries out cluster for the each terminal fault problem to historical data base;
Module is set, for for each classification, the online application module of the solution that described classification is provided is set;
Scheme provides module, for based on described online application module, provides solution to user.
Further, the described module that arranges, specifically for extracting at least one core word of the terminal fault problem in this classification; In this classification, according to each core word, generate each regular expression; Set up the corresponding relation of each solution and at least one regular expression; And according to the corresponding relation of each regular expression and online applying template, the online applying template of the solution that each classification is provided is set.
Further, the described module that arranges, specifically for the each terminal fault problem in this classification is carried out to participle, obtains each basic word; The frequency occurring according to each basic word, determines at least one core word that the terminal fault problem in this classification comprises.
Further, the described module that arranges, specifically for based on N-Gram language model, adds up the frequency that each basic word and/or each phrase occur, wherein each phrase is made up of at least two basic words; According to the frequency of each basic word and/or phrase appearance, determine such other core word.
The embodiment of the present invention provides a kind of device that terminal fault issue-resolution is provided, and this device comprises:
Receiving interface, for receiving the terminal fault problem of user's input;
Processing module, for determining the online applying template corresponding to solution of described terminal fault problem;
Interface is provided, for the solution matching with described terminal fault problem is incorporated into described online applying template, offers described user.
Further, described processing module, specifically for described terminal fault problem is mated with each regular expression, by the classification at the regular expression place that the match is successful, is defined as the affiliated classification of solution of this terminal fault problem.
The embodiment of the present invention provides a kind of method and device that terminal fault issue-resolution is provided, the method is carried out cluster to user's terminal fault problem in historical record of puing question to, the online applying template of the solution of described classification is provided for each classification setting, and provides solution based on this online applying template to user.Owing in the embodiment of the present invention, user's terminal fault problem in historical record of puing question to having been carried out to cluster, be provided with the online applying template of the solution of each classification, thereby make the corresponding corresponding online applying template of each solution, in the time searching for, can determine the solution of corresponding terminal failure problems based on this online applying template, improve the efficiency that solution provides, met the demand of real-time.
Above-mentioned explanation is only the general introduction of technical solution of the present invention, in order to better understand technological means of the present invention, and can be implemented according to the content of instructions, and for above and other objects of the present invention, feature and advantage can be become apparent, below especially exemplified by the specific embodiment of the present invention.
Accompanying drawing explanation
By reading below detailed description of the preferred embodiment, various other advantage and benefits will become cheer and bright for those of ordinary skills.Accompanying drawing is only for the object of preferred implementation is shown, and do not think limitation of the present invention.And in whole accompanying drawing, represent identical parts by identical reference symbol.In the accompanying drawings:
A kind of procedure chart that terminal fault issue-resolution is provided that Fig. 1 provides for the embodiment of the present invention;
A kind of procedure chart that terminal fault issue-resolution is provided that Fig. 2 provides for the embodiment of the present invention one;
The procedure chart of a kind of terminal fault Question Classification that Fig. 3 provides for the embodiment of the present invention two;
A kind of process schematic diagram that terminal fault issue-resolution is provided that Fig. 4 provides for the embodiment of the present invention;
A kind of online applying template that Fig. 5 A provides for the embodiment of the present invention provides the schematic diagram of solution for onebox mode;
The online applying template of another kind that Fig. 5 B provides for the embodiment of the present invention provides the schematic diagram of solution for onebox mode;
A kind of apparatus structure schematic diagram that terminal fault issue-resolution is provided that Fig. 6 provides for the embodiment of the present invention;
A kind of apparatus structure schematic diagram that terminal fault issue-resolution is provided that Fig. 7 provides for the embodiment of the present invention.
Embodiment
For the efficiency that provides of solution is provided, meet the real-time demand of user to solution, the embodiment of the present invention provides a kind of method and device that terminal fault issue-resolution is provided.
Exemplary embodiment of the present disclosure is described below with reference to accompanying drawings in more detail.Although shown exemplary embodiment of the present disclosure in accompanying drawing, but should be appreciated that and can realize the disclosure and the embodiment that should do not set forth limits here with various forms.On the contrary, it is in order more thoroughly to understand the disclosure that these embodiment are provided, and can be by the those skilled in the art that conveys to complete the scope of the present disclosure.
Below in conjunction with Figure of description, the embodiment of the present invention is elaborated.
A kind of procedure chart that terminal fault issue-resolution is provided that Fig. 1 provides for the embodiment of the present invention, this process comprises the following steps:
S101: user's terminal fault problem in historical record of puing question to is carried out to cluster, and the terminal fault problem that common solution is solved is aggregated in a classification.
In historical record, preserve each terminal fault problem that user puts question in history, and preserve and solve the solution of this terminal fault problem for each terminal fault problem, this solution comprises: kit and URL article, kit is can be at the autoexec of subscriber's local equipment operation, and the webpage corresponding to this URL of URL article described a series of operation steps.
Exist common solution to solve the situation of multiple terminal fault problems, in the embodiment of the present invention, in order to realize the partition by fine granularities to solution, while carrying out cluster for each terminal fault problem, the technical matters that common solution is solved is aggregated in a classification.According to the terminal fault problem of each solution solution, in each classification, may comprise one or more terminal fault problem.
S102: for each classification, the online applying template of the solution that described classification is provided is set.
In embodiments of the present invention the terminal fault problem in historical record is carried out to cluster, the terminal fault problem that common solution is solved is aggregated in a classification.Concrete in the time that providing the online applying template of solution of each classification, setting comprises:
S102a: in each classification, extract at least one core word that the terminal fault problem in this classification comprises.
By after terminal fault problem cluster, the categorical measure obtaining after cluster is identical with the quantity of solution.When core word that the terminal fault problem in this classification of extracting in each classification comprises, can adopt several different methods to extract, for example extract arbitrarily a word as core word, or also can be using the word in arrangement position terminal fault problem up front as core word, or select core word etc. according to the frequency of each word, can select arbitrarily as required in use corresponding extracting method.
In the time of the core word extracting in each classification, can be according to the quantity arranging, extract the core word of respective numbers, the quantity of this setting is the integer being not less than, or also can be according to the frequency threshold value arranging, or other threshold values, select the core word of the respective numbers that meets threshold condition, as long as guarantee that the quantity of the core word extracting is not less than one.
S102b: according to each core word, generate each regular expression in this classification.
A series of character strings that meet certain syntactic rule are described, mated to regular expression by single character string.In a lot of text editors, regular expression is usually used to retrieval, replaces the text that those meet certain pattern.The process that generates regular expression according to core word belongs to prior art, repeat with regard to the generative process to regular expression not in embodiments of the present invention, believe that those skilled in the art are according to the description of the embodiment of the present invention, can adopt corresponding mode to generate regular expression.
S102c: set up the corresponding relation of each solution and at least one regular expression in scheme database, and according to the corresponding relation of each regular expression and online applying template, the online applying template of the solution that each classification is provided is set.
Generating after regular expression according to each core word, because each core word is to extract, therefore set up the corresponding relation of all the other each regular expressions for each solution from the classification of each solution, being convenient to follow-up solution provides.
Determine after the corresponding relation of each solution and at least one regular expressions, according to each solution, be that each classification is determined the online applying template that this solution is corresponding, for example can software class solution corresponding a kind of online applying template, the corresponding a kind of online applying template of hardware classes solution, or can be also the corresponding a kind of online applying template of video class solution, corresponding a kind of online applying template of application class solution etc., can be according to the different classes of pattern that corresponding online applying template is set, providing of follow-up solution is provided.
S103: based on described online applying template, provide solution to user.
Owing in the embodiment of the present invention, user's terminal fault problem in historical record of puing question to having been carried out to cluster, be provided with the online applying template of the solution of each classification, thereby make the corresponding corresponding online applying template of each solution, in the time searching for, can determine the solution of corresponding terminal failure problems based on this online applying template, improve the efficiency that solution provides, met the demand of real-time.
In the historical record that in the embodiment of the present invention, user puts question to, preserve the terminal fault problem that user proposes in history, and preserve and solve the solution of this terminal fault problem for each terminal fault problem, in historical record, preserve terminal fault problem and corresponding solution thereof, this historical record can be saved in scheme database.
According to each solution, when the terminal fault problem that the user who preserves is putd question to is carried out cluster, can adopt conventional clustering algorithm, such as Kmeans clustering algorithm or Agnes clustering algorithm etc. in scheme database.In the time adopting Kmeans clustering algorithm to carry out cluster to terminal fault problem, can central point be set according to each solution, according to the distance of each terminal fault problem and central point, each terminal fault problem is divided in corresponding classification, the terminal fault problem wherein comprising in each classification does not repeat, be that each terminal fault problem can only be arranged in a classification, the terminal fault problem in each classification can solve by common solution.
Determine after the terminal fault problem in each classification, when at least one core word that the terminal fault problem in this classification of extracting comprises, can adopt any-mode to determine core word.In embodiments of the present invention, for the core word that guarantees to determine can represent the semanteme of all terminal fault problems of this classification, thereby improve the follow-up accuracy that solution is provided to user, at least one core word that the terminal fault problem in each classification of extracting comprises comprises:
Each terminal fault problem in this classification is carried out to participle, obtain each basic word;
The frequency occurring according to each basic word, determines at least one core word that the terminal fault problem in this classification comprises.
In embodiments of the present invention in the time of the core word extracting in each classification, can be based on N-Gram language model, N-Gram language model is a kind of language model conventional in a large amount of vocabulary continuous speech recognitions.In the time determining the core word of each classification, based on N-Gram language model, add up the frequency that each basic word and/or each phrase occur, wherein each phrase is made up of at least two basic words; According to the frequency of each basic word and/or phrase appearance, determine such other core word.
A kind of procedure chart that terminal fault issue-resolution is provided that Fig. 2 provides for the embodiment of the present invention one, this process comprises the following steps:
S201: the terminal fault problem of preserving in the historical record that user is putd question to is carried out cluster, the terminal fault problem that common solution is solved is aggregated in a classification.
S202: the each terminal fault problem in this classification is carried out to participle, obtain each basic word.
S203: based on N-Gram language model, add up the frequency that each basic word and/or phrase occur, wherein each phrase is made up of at least two basic words.
S204: according to the quantity of the core word comprising in each classification of setting, the basic word of definite setting quantity and/or phrase are as core word.
S205: based on basic word and/or the phrase determined, generate regular expression.
S206: set up the corresponding relation of each solution and at least one regular expression in scheme database, and online applying template corresponding to each classification is set, provide solution based on this online applying template to user.
In embodiments of the present invention, in order to improve the accuracy of core word of extraction, make this core word can react more accurately such other semanteme, when terminal fault problem is carried out to participle, obtain after each basic word, this each basic word is filtered, after filtration, carry out again the extraction of core word.This filter process can filter out the stop-word in basic word, and wherein stop-word is without semantic word, for example " ", " ", " very ", " very " etc. word.
Concrete, terminal fault problem " computer blocks very much " and " computer card dying " that two users that for example preserve in scheme database put question to, these two terminal fault problems by cluster in same classification.For these two terminal fault problems, carry out participle, obtain each basic word.
Wherein " computer blocks very much " carry out after participle, obtain basic word " computer ", " very " and " card ", basic word is filtered, remove " very " as stop-word in this basis word.Based on N-Gram language model, the numerical value of N is set, for example N is set to 3, obtains each basic word and phrase and is respectively: " computer, card, computer card ".
" computer card is dying " carries out after participle, obtain basic word " computer ", " card ", " ", " not all right " and " ", remove in this basis word " " and " " as stop-word.Based on N-Gram language model, the numerical value of N is set, for example N is set to 3, obtains each basic word and/or phrase and is respectively: " computer, card, not all right, computer card, card be not all right, dying, not all right, the card of computer card dying ".
For example in this classification, just comprise above-mentioned two terminal fault problems, basic word and phrase that in this classification, each terminal fault problem obtains are combined, add up the frequency that in this classification, each basic word and phrase occur, according to frequency order from big to small, basic word and phrase are sorted, be respectively: " computer, computer card, card, not all right, block not all right and computer card is not all right ".
The quantity that the core word comprising in each classification can be set in embodiments of the present invention, the quantity of this core word is not less than 1.If the core word quantity of the each classification arranging is 1 o'clock, such other core word extracting can be " computer card ".According to this core word extracting, the regular expression of generation can be: * computer card *.
In the time generating regular expression, in this regular expression, except comprising core word, can also comprise other basic word and/or phrases, other basic word and/or phrases of comprising, be also higher basic word and/or the phrase of frequency of occurrence in this classification.For example above-mentioned, the frequency of computer and card is also very high, also can comprise computer and two basic words of card in the regular expression therefore generating.
Specifically in the time realizing, frequency threshold value can be set, by be greater than the basic word of frequency threshold value and/or Phrase extraction out after, in the basic word extracting and/or phrase, select arbitrarily basic word that frequency is the highest and/or phrase as core word, other basic words that extract and/or phrase and this core word are generated to regular expression in the lump.
For example, core word for a certain classification extraction is " Asus's route ", basic word and/or phrase that other frequencys are higher are respectively " setting ", " installation ", " wireless ", " change ", " password ", " connection ", " fault ", " how ", " how ", " how ", " limited ", " Lian Bushang ", " can not enter ", " debugging ", " detection " and " visiting " etc., the regular expression generating can be: the route .* of ^.* Asus (arrange | install | wireless | change | password | connect | fault | how | how | how | limited | Lian Bushang | can not enter | debugging | detect | visit) .*.
For each classification, generate after each regular expression, in scheme database, set up the corresponding relation of each solution and each regular expression, concrete can set up the identification information of solution and the corresponding relation of regular expression in scheme database.This corresponding relation is as shown in the table:
The expression form of corresponding relation just in above table, can there are multiple regular expressions in a solution, accordingly in above table, corresponding with common solution identification information also have multiple regular expressions simultaneously.
The procedure chart of a kind of terminal fault Question Classification that Fig. 3 provides for the embodiment of the present invention two, this process comprises the following steps:
S301: the each terminal fault problem in the historical record that user is putd question to is carried out cluster, the terminal fault problem that common solution is solved is aggregated in a classification.
S302: in each classification, the terminal fault problem in this classification is carried out to cluster, obtain at least one subclass in this classification.
S303: in each subclass, each terminal fault problem is carried out to participle, obtain each basic word.
S304: based on N-Gram language model, add up the frequency that each basic word and/or each phrase occur.
S305: according to the frequency of each basic word and/or phrase appearance, determine the core word of this subclass.
S306: the regular expression of determining each subclass.
S307: the corresponding relation of setting up the regular expression of each solution and each subclass in scheme database.
For each solution, the terminal fault problem cluster that common solution is solved is to after in same classification, extract at least one core word in each classification time, can, first in each classification, the terminal fault problem comprising in this classification be divided at least one subclass again.While terminal fault problem being carried out to cluster in each classification, can carry out clustering processing based on several different methods, for example, carry out according to the text similarity between terminal fault problem, similar content of text is divided in a subclass.Such as, in classification corresponding to a certain solution, comprise terminal fault problem: computer speed is slow, computer card, operation acceleration etc., in the classification of this solution during to terminal fault problem cluster, computer speed text similarity slow and computer card is higher, in the time of clustering processing, slow computer speed and computer card are divided in a subclass, and motion is accelerated in another subclass.
In each classification, carry out cluster, obtain after at least one subclass, in each subclass, the each terminal fault problem in this subclass is carried out to participle, obtain each basic word.In order to improve the accuracy of follow-up definite core word, in embodiments of the present invention, filter for the each basic word obtaining, filter out the stop-word in basic word.The filter process of stop-word is same as the previously described embodiments, does not here just repeat.
In the time determining the core word of each subclass, can be based on N-Gram language model, add up the frequency that each basic word and/or each phrase occur, wherein each phrase is made up of at least two basic words, by the highest frequency of occurrence basic word and/or phrase, as the core word of this subclass.In each subclass, obtain after core word, frequency threshold value can be set, whether the frequency of other basic words except this core word of judgement and/or phrase appearance is greater than this frequency threshold value, when the frequency occurring when this other basic word and/or phrase is greater than this frequency threshold value, this basis word and/or phrase also user are generated to this regular expression.
Also describe as an example of regular expression in above table example, in the subclass of a certain solution, that frequency of occurrence is the highest is basic word " D-Link. ", extract this basis word " D-Link. ", set it as the core word of this subclass, in this subclass except " D-Link. ", basis word " arranges, install, wireless, change, password, connect, fault, how, how, how, limited, debugging, detect, visit " and phrase " Lian Bushang, can not enter " frequency that occurs is greater than the frequency threshold value of setting, the basic word of frequency threshold value that above-mentioned frequency of occurrence is greater than to setting with phrase also in the lump for generating regular expression: ^.*D-Link.* (arrange | install | wireless | change | password | is connected | fault | how | how | how | limited | Lian Bushang | can not enter | debugging | detection | visit) .*.
In each subclass, generate after regular expression, owing to comprising at least one subclass in a classification, therefore each classification comprises at least one regular expression, it is corresponding at least one regular expression of each solution, set up the corresponding relation of solution and at least one regular expression, and the online applying template of its correspondence is set based on each classification, being convenient to follow-uply provides solution based on this online applying template to user.
Owing in the embodiment of the present invention, user's terminal fault problem in historical record of puing question to having been carried out to cluster, be provided with the online applying template of the solution of each classification, thereby make the corresponding corresponding online applying template of each solution, in the time searching for, can determine the solution of corresponding terminal failure problems based on this online applying template, improve the efficiency that solution provides, met the demand of real-time.
A kind of process schematic diagram that terminal fault issue-resolution is provided that Fig. 4 provides for inventive embodiments, this process comprises the following steps:
S401: the terminal fault problem that receives user's input.
S402: online applying template corresponding to solution of determining described terminal fault problem.
Concrete, in the time of online applying template corresponding to the solution of determining terminal fault problem, comprise: determine classification under the solution of described terminal fault problem, transfer online applying template corresponding to described classification.
And classification comprises under the solution of determining described terminal fault problem:
Described terminal fault problem is mated with each regular expression;
By the classification at the regular expression place that the match is successful, be defined as the affiliated classification of solution of this terminal fault problem.
In scheme database, set up the corresponding relation that has each solution and at least one regular expression, receive after the terminal fault problem of user's enquirement, this terminal fault problem is mated with each regular expression, the process that terminal fault problem is mated with regular expression, judges whether character string corresponding to terminal fault problem meets the filter logic of regular expression.
S403: the solution matching with described terminal fault problem is incorporated in described online applying template, offers described user.
In the time of terminal fault problem and matching regular expressions success, owing to setting up the corresponding relation that has solution and at least one regular expression in scheme database, therefore according to being somebody's turn to do the regular expression that the match is successful, can determine the solution that it is corresponding, solve the solution of this terminal fault problem, and the relation of each solution and online applying template is corresponding, also just can determine the information of the online applying template that this solution is shown.Carrying out solution while providing, the solution matching with this terminal fault problem is incorporated in described online applying template, offer user.
Concrete, for the ease of providing of solution, in embodiments of the present invention, online applying template can be onebox mode, by onebox, solution is offered to user.Onebox is called again application box, and onebox is by the content integration with same characteristic features together, identify by this same characteristic features, and while clicking mark, can be by the content displaying of integrating out.
A kind of online applying template that Fig. 5 A provides for the embodiment of the present invention provides the schematic diagram of solution for onebox mode, in the time receiving the terminal fault problem " how CD-ROM drive keeps in repair " of user's enquirement, this terminal fault problem is mated with the regular expression in scheme database, the solution corresponding regular expression that the match is successful is offered to user in onebox mode, click " checking immediately " in Fig. 5 A, can present to user the solution of this terminal fault problem.In this Fig. 5 A, for the ease of user, the terminal fault problem of the enquirement to self positions, also have the failure-description mating with this terminal fault problem " how CD-ROM drive keeps in repair ", " CD-ROM drive is lost, CD-ROM drive does not turn, CD-ROM drive blocks and cannot eject, CD-ROM drive is not read dish ", " CD-ROM drive is clean, CD-ROM drive is installed and maintenance, noise of optical drive is large, CD-ROM drive starts setting ", and 360 informations that can solve CD-ROM drive fault are presented to user, also have in addition the onebox form of the maintenace point that solves this terminal fault problem, click can be checked concrete maintenace point information.
The online applying template of another kind that Fig. 5 B provides for the embodiment of the present invention provides the schematic diagram of solution for onebox mode, in the time receiving the terminal fault problem " how router arranges " of user's enquirement, this terminal fault problem is mated with the regular expression in scheme database, the solution corresponding regular expression that the match is successful is offered to user in onebox mode, click " checking immediately " in Fig. 5 B, can present to user the solution of this terminal fault problem.In this Fig. 5 B, solve as early as possible terminal fault problem for the ease of user, also have and solve the service introduction that the producer of this terminal fault problem provides to user.
A kind of apparatus structure schematic diagram that terminal fault issue-resolution is provided that Fig. 6 provides for the embodiment of the present invention, this device comprises:
Scheme provides module 64, for based on described online application module, provides solution to user.
The described module 63 that arranges, specifically for extracting at least one core word of the terminal fault problem in this classification; In this classification, according to each core word, generate each regular expression; Set up the corresponding relation of each solution and at least one regular expression; And according to the corresponding relation of each regular expression and online applying template, the online applying template of the solution that each classification is provided is set
The described module 63 that arranges, specifically for the each terminal fault problem in this classification is carried out to participle, obtains each basic word; The frequency occurring according to each basic word, determines at least one core word that the terminal fault problem in this classification comprises.
The described module 63 that arranges, specifically for based on N-Gram language model, adds up the frequency that each basic word and/or each phrase occur, wherein each phrase is made up of at least two basic words; According to the frequency of each basic word and/or phrase appearance, determine such other core word.
The described module 63 that arranges, carries out cluster specifically for the terminal fault problem in this classification, obtains at least one subclass; In each subclass, each terminal fault problem is carried out to participle, obtain each basic word; According to the frequency of each basic word appearance, determine the core word of this subclass.
The described module 63 that arranges, specifically in each subclass, based on N-Gram language model, adds up the frequency that each basic word and/or each phrase occur; According to the frequency of each other basic words and/or phrase appearance, determine the core word of this subclass.
A kind of apparatus structure schematic diagram that terminal fault issue-resolution is provided that Fig. 7 provides for the embodiment of the present invention, described device comprises:
Receiving interface 71, for receiving the terminal fault problem of user's input;
Described processing module 72, specifically for classification under the solution of definite described terminal fault problem, transfers online applying template corresponding to described classification.
Described processing module 72, specifically for described terminal fault problem is mated with each regular expression, by the classification at the regular expression place that the match is successful, is defined as the affiliated classification of solution of this terminal fault problem.
The embodiment of the present invention provides a kind of method and device that terminal fault issue-resolution is provided, the method is carried out cluster to user's terminal fault problem in historical record of puing question to, the online applying template of the solution of described classification is provided for each classification setting, and provides solution based on this online applying template to user.Owing in the embodiment of the present invention, user's terminal fault problem in historical record of puing question to having been carried out to cluster, be provided with the online applying template of the solution of each classification, thereby make the corresponding corresponding online applying template of each solution, in the time searching for, can determine the solution of corresponding terminal failure problems based on this online applying template, improve the efficiency that solution provides, met the demand of real-time.
The algorithm providing at this is intrinsic not relevant to any certain computer, virtual system or miscellaneous equipment with demonstration.Various general-purpose systems also can with based on using together with this teaching.According to description above, it is apparent constructing the desired structure of this type systematic.In addition, the present invention is not also for any certain programmed language.It should be understood that and can utilize various programming languages to realize content of the present invention described here, and the description of above language-specific being done is in order to disclose preferred forms of the present invention.
In the instructions that provided herein, a large amount of details are described.But, can understand, embodiments of the invention can be put into practice in the situation that there is no these details.In some instances, be not shown specifically known method, structure and technology, so that not fuzzy understanding of this description.
Similarly, be to be understood that, in order to simplify the disclosure and to help to understand one or more in each inventive aspect, in the above in the description of exemplary embodiment of the present invention, each feature of the present invention is grouped together into single embodiment, figure or sometimes in its description.But, the method for the disclosure should be construed to the following intention of reflection: the present invention for required protection requires than the more feature of feature of clearly recording in each claim.Or rather, as reflected in claims below, inventive aspect is to be less than all features of disclosed single embodiment above.Therefore, claims of following embodiment are incorporated to this embodiment thus clearly, and wherein each claim itself is as independent embodiment of the present invention.
Those skilled in the art are appreciated that and can the module in the equipment in embodiment are adaptively changed and they are arranged in one or more equipment different from this embodiment.Module in embodiment or unit or assembly can be combined into a module or unit or assembly, and can put them in addition multiple submodules or subelement or sub-component.At least some in such feature and/or process or unit are mutually repelling, and can adopt any combination to combine all processes or the unit of disclosed all features in this instructions (comprising claim, summary and the accompanying drawing followed) and disclosed any method like this or equipment.Unless clearly statement in addition, in this instructions (comprising claim, summary and the accompanying drawing followed) disclosed each feature can be by providing identical, be equal to or the alternative features of similar object replaces.
In addition, those skilled in the art can understand, although embodiment more described herein comprise some feature rather than further feature included in other embodiment, the combination of the feature of different embodiment means within scope of the present invention and forms different embodiment.For example, in the following claims, the one of any of embodiment required for protection can be used with array mode arbitrarily.
All parts embodiment of the present invention can realize with hardware, or realizes with the software module of moving on one or more processor, or realizes with their combination.It will be understood by those of skill in the art that and can use in practice microprocessor or digital signal processor (DSP) to realize according to the some or all functions of the some or all parts in the terminal fault Question Classification device of the embodiment of the present invention and solution generator.The present invention can also be embodied as part or all equipment or the device program (for example, computer program and computer program) for carrying out method as described herein.Realizing program of the present invention and can be stored on computer-readable medium like this, or can there is the form of one or more signal.Such signal can be downloaded and obtain from internet website, or provides on carrier signal, or provides with any other form.
It should be noted above-described embodiment the present invention will be described rather than limit the invention, and those skilled in the art can design alternative embodiment in the case of not departing from the scope of claims.In the claims, any reference symbol between bracket should be configured to limitations on claims.Word " comprises " not to be got rid of existence and is not listed as element or step in the claims.Being positioned at word " " before element or " one " does not get rid of and has multiple such elements.The present invention can be by means of including the hardware of some different elements and realizing by means of the computing machine of suitably programming.In the unit claim of having enumerated some devices, several in these devices can be to carry out imbody by same hardware branch.The use of word first, second and C grade does not represent any order.Can be title by these word explanations.
Obviously, those skilled in the art can carry out various changes and modification and not depart from the spirit and scope of the present invention the present invention.Like this, if within of the present invention these are revised and modification belongs to the scope of the claims in the present invention and equivalent technologies thereof, the present invention is also intended to comprise these changes and modification interior.
Claims (10)
1. the method that terminal fault issue-resolution is provided, is characterized in that, the method comprises:
User's terminal fault problem in historical record of puing question to is carried out to cluster;
For each classification, the online applying template of the solution that described classification is provided is set;
Based on described online applying template, provide solution to user.
2. the method for claim 1, is characterized in that, described setting provides the online applying template of the solution of described classification to comprise:
Extract at least one core word of the terminal fault problem in this classification;
In this classification, according to each core word, generate each regular expression;
Set up the corresponding relation of each solution and at least one regular expression; And
According to the corresponding relation of each regular expression and online applying template, the online applying template of the solution that each classification is provided is set.
3. the method as described in claim 1-2 any one, is characterized in that, at least one core word that the terminal fault problem in this classification of described extraction comprises comprises:
Each terminal fault problem in this classification is carried out to participle, obtain each basic word;
The frequency occurring according to each basic word, determines at least one core word that the terminal fault problem in this classification comprises.
4. the method as described in claim 1-3 any one, is characterized in that, the described frequency occurring according to each basic word determines that at least one core word that the terminal fault problem in this classification comprises comprises:
Based on N-Gram language model, add up the frequency that each basic word and/or each phrase occur, wherein each phrase is made up of at least two basic words;
According to the frequency of each basic word and/or phrase appearance, extract such other at least one core word.
5. the method as described in claim 1-4 any one, is characterized in that, at least one core word that the terminal fault problem in this classification of described extraction comprises comprises:
Terminal fault problem in this classification is carried out to cluster, obtain at least one subclass;
In each subclass, each terminal fault problem is carried out to participle, obtain each basic word;
According to the frequency of each basic word appearance, determine the core word of this subclass.
6. the method that terminal fault issue-resolution is provided, is characterized in that, comprising:
Receive the terminal fault problem of user's input;
Determine the online applying template corresponding to solution of described terminal fault problem;
The solution matching with described terminal fault problem is incorporated in described online applying template, offers described user.
7. method as claimed in claim 6, is characterized in that, described online applying template corresponding to solution of determining described terminal fault problem comprises:
Determine the affiliated classification of solution of described terminal fault problem, transfer online applying template corresponding to described classification.
8. the device that terminal fault issue-resolution is provided, is characterized in that, described device comprises:
Historical data base, puts question to each terminal fault problem of historical record and the solution of correspondence thereof for preserving user;
Cluster module, carries out cluster for the each terminal fault problem to historical data base;
Module is set, for for each classification, the online application module of the solution that described classification is provided is set;
Scheme provides module, for based on described online application module, provides solution to user.
9. device as claimed in claim 8, is characterized in that, the described module that arranges, specifically for extracting at least one core word of the terminal fault problem in this classification; In this classification, according to each core word, generate each regular expression; Set up the corresponding relation of each solution and at least one regular expression; And according to the corresponding relation of each regular expression and online applying template, the online applying template of the solution that each classification is provided is set.
10. the device that terminal fault issue-resolution is provided, is characterized in that, described device comprises:
Receiving interface, for receiving the terminal fault problem of user's input;
Processing module, for determining the online applying template corresponding to solution of described terminal fault problem;
Interface is provided, for the solution matching with described terminal fault problem is incorporated into described online applying template, offers described user.
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| CN201410131155.9A CN103886092A (en) | 2014-04-02 | 2014-04-02 | Method and device for providing terminal failure problem solutions |
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