CN107453894B - Method, system, device and computer readable storage medium for supporting intelligent customer service robot entrance opening - Google Patents
Method, system, device and computer readable storage medium for supporting intelligent customer service robot entrance opening Download PDFInfo
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- CN107453894B CN107453894B CN201610522833.3A CN201610522833A CN107453894B CN 107453894 B CN107453894 B CN 107453894B CN 201610522833 A CN201610522833 A CN 201610522833A CN 107453894 B CN107453894 B CN 107453894B
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- configuration
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- H—ELECTRICITY
- H04—ELECTRIC COMMUNICATION TECHNIQUE
- H04L—TRANSMISSION OF DIGITAL INFORMATION, e.g. TELEGRAPHIC COMMUNICATION
- H04L41/00—Arrangements for maintenance, administration or management of data switching networks, e.g. of packet switching networks
- H04L41/08—Configuration management of networks or network elements
- H04L41/0803—Configuration setting
- H04L41/0813—Configuration setting characterised by the conditions triggering a change of settings
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- H—ELECTRICITY
- H04—ELECTRIC COMMUNICATION TECHNIQUE
- H04L—TRANSMISSION OF DIGITAL INFORMATION, e.g. TELEGRAPHIC COMMUNICATION
- H04L41/00—Arrangements for maintenance, administration or management of data switching networks, e.g. of packet switching networks
- H04L41/08—Configuration management of networks or network elements
- H04L41/0803—Configuration setting
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- H—ELECTRICITY
- H04—ELECTRIC COMMUNICATION TECHNIQUE
- H04L—TRANSMISSION OF DIGITAL INFORMATION, e.g. TELEGRAPHIC COMMUNICATION
- H04L41/00—Arrangements for maintenance, administration or management of data switching networks, e.g. of packet switching networks
- H04L41/08—Configuration management of networks or network elements
- H04L41/0803—Configuration setting
- H04L41/0813—Configuration setting characterised by the conditions triggering a change of settings
- H04L41/0816—Configuration setting characterised by the conditions triggering a change of settings the condition being an adaptation, e.g. in response to network events
Abstract
A method for supporting intelligent customer service robot entrance opening is provided, which comprises the following steps: the client sends data related to the portal configuration to the server; the server updates the entrance configuration in the local file and the database by using the data and informs other servers of updating the entrance configuration; and after receiving the notification, the other servers load the updated entry configuration from the database, update the local file of the other servers, and notify the client subscribed to the entry configuration to update the entry configuration. The invention realizes the entrance opening of the intelligent customer service robot, and enables the intelligent customer service robot to rapidly and stably expand the entrance.
Description
Technical Field
The invention relates to the technical field of artificial intelligence, in particular to a method and a system for supporting opening of an entrance of an intelligent customer service robot.
Background
The intelligent customer service robot receives user consultation problems, understands the problem semantics, identifies the user intention and gives correct responses by utilizing the technology in the artificial intelligence field of natural language processing, machine learning and the like.
The natural language processing model, the answer library, the configuration information and the statistical data are core data of the intelligent customer service robot. One robot has multiple entrances (also called sources and sources), such as a web page entrance, a mobile phone APP entrance, a WeChat entrance, a microblog entrance, and the like. The web page type entries include, for example, a commodity page entry, an order page entry, a customer service page entry, a sidebar entry, and the like according to business conditions. The model, answer library, configuration information and statistical data corresponding to each entry are likely to be different.
A robot includes multiple portals, with different portals corresponding to different data. The intelligent customer service robot system needs to support a plurality of robots (one service party corresponds to one robot), the robots need to be completely isolated, and the data are completely different.
The intelligent customer service robot system internally comprises a plurality of applications, and each application holds entrance information. In the process of continuously expanding robots in the system, a method for opening an entrance is needed to be provided, and the entrance is opened to a business side of each robot for self-configuration. In the prior art, a method for supporting the opening of an entrance of an intelligent customer service robot does not exist.
Disclosure of Invention
In view of this, the present invention provides a method for supporting the opening of an entrance of an intelligent customer service robot, so that a service party of each robot in a system can configure the entrance and synchronize to all applications of the system automatically.
According to a first aspect of the present invention, there is provided a method for supporting intelligent customer service robot entrance opening, comprising: the client sends data related to the portal configuration to the server; the server updates the entrance configuration in the local file and the database by using the data and informs other servers of updating the entrance configuration; and after receiving the notification, the other servers load the updated entry configuration from the database, update the local file of the other servers, and notify the client subscribed to the entry configuration to update the entry configuration.
Preferably, the client may be an application. More preferably, the application may include at least one of a classification application, an entity recognition application, an FAQ application, an error correction application, and a response application.
Preferably, the portal configuration may include entries having a portal, a robot ID, a terminal, and a model ID associated with each other.
Preferably, the method may further comprise: the client periodically inquires the server whether the portal configuration is updated or not, and if yes, the updated portal configuration is received from the server.
According to a second aspect of the present invention, there is provided a system for supporting intelligent customer service robot entrance opening, comprising: a plurality of clients; a first server; a second server; and a database. Wherein the first server is configured to receive data relating to the portal configuration from one of the plurality of clients, update the portal configuration in the local file and database with the data, and notify the second server to update the portal configuration. The second server is configured to load the updated portal configuration from the database into the local file after receiving the notification from the first server, and notify the clients subscribed to the portal configuration to update the portal configuration.
Preferably, the client may be an application. More preferably, the application may include at least one of a classification application, an entity recognition application, an FAQ application, an error correction application, and a response application.
Preferably, the portal configuration may further include entries having a portal, a robot ID, a terminal, and a model ID associated with each other.
Preferably, the client may be further configured to periodically query the server for the portal configuration update, and if so, receive the updated portal configuration from the server.
The invention realizes the automatic synchronization of the entrance configuration information and provides the service of changing the entrance to the outside in a unified way, namely, realizes the opening of the robot entrance. The invention realizes the entrance opening of the intelligent customer service robot, and enables the intelligent customer service robot to rapidly and stably expand the entrance.
According to a third aspect of the present invention, an apparatus for supporting smart customer service robot portal opening is provided. The device comprises an entrance configuration sending unit, a local server updating unit and a client updating unit.
The portal configuration transmitting unit is configured to transmit data related to the portal configuration to the server through the client. The local server updating unit is configured to update the portal configuration in the local file and the database with the data through the local server and notify other servers of the update of the portal configuration. And the client updating unit is configured to load the updated entry configuration from the database through the other server after the other server receives the notification, update the local file of the other server, and notify the client subscribed to the entry configuration to update the entry configuration.
Preferably, the client is an application. More preferably, the application may include at least one of a classification application, an entity recognition application, an FAQ application, an error correction application, and a response application.
The portal configuration may include entries having a portal, a robot ID, a terminal, and a model ID associated with each other.
Preferably, the client may periodically query the server for updates to the portal configuration, and if so, receive the updated portal configuration from the server.
According to a fourth aspect of the present invention, there is provided an apparatus for supporting smart customer service robot entrance opening, comprising: a memory; and a processor coupled to the memory, the processor configured to execute the method of supporting intelligent customer service robot portal opening as described above based on instructions stored in the memory.
According to a fifth aspect of the present invention, there is provided a computer readable storage medium storing computer instructions which, when executed by a processor, implement the method for supporting intelligent customer service robot portal opening as described above.
The invention not only can flexibly update the entrance configuration, but also has good disaster tolerance characteristic. The portal information configuration is not available only when the database is not available, all servers are not available, the client has no local configuration file, and the server loses a snapshot at the same time, which is almost impossible.
Drawings
Other details, aspects, and advantages of the disclosure will become apparent from the following description of exemplary embodiments, taken in conjunction with the accompanying exemplary drawings, in which:
FIG. 1 illustrates an example of data contained by an intelligent customer service robot;
FIG. 2 illustrates an example of portal information to be maintained by various applications in accordance with an embodiment of the present invention;
FIG. 3 shows a schematic diagram of a configuration center for self-configuring portal information and synchronizing to all applications of a system, according to an embodiment of the invention; and
fig. 4 illustrates a method of supporting smart customer service robot portal opening according to an embodiment of the present invention.
Fig. 5 shows an apparatus for supporting smart customer service robot portal opening according to an embodiment of the present invention.
Detailed Description
Specific embodiments of the present invention will be described in detail below, and it should be noted that the embodiments described herein are only for illustration and are not intended to limit the present invention. In the following description, numerous specific details are set forth in order to provide a thorough understanding of the present invention. It will be apparent, however, to one skilled in the art that these specific details need not be employed to practice the present invention.
The data contained by an intelligent service robot is shown in figure 1. Generally, an intelligent customer service robot system supports a plurality of robots, including a plurality of applications and services, such as classification application, entity identification application, FAQ application, error correction application, response application, and the like. Each application needs to maintain the entry information, and each application needs to be synchronously changed in real time after the entry information is changed. As shown in fig. 1, for a particular intelligent customer service robot, at least robot model, configuration information, statistical data, answer base, etc. information is required for its operation.
Portal information to be maintained by various applications according to embodiments of the present invention is shown in fig. 2. As shown, a group and a dataId are included as configuration data that uniquely identify a type of configuration data, where the group is JIMI and the dataId is source robot, and entry information, which includes "entry: robot ID: a terminal: a quadruple of model ID "to map the portal and robot related information. As shown in fig. 2, four quadruplets are listed, but the present invention is not limited thereto, and the number of entry information may be any number of pieces.
FIG. 3 shows a schematic diagram of a configuration center for self-configuring portal information and synchronizing to all applications of a system, according to an embodiment of the invention. In the present invention, the advantages of using a configuration center include: firstly, automatic synchronization of configuration information is realized; secondly, the service of changing the configuration is provided to the outside uniformly; thirdly, disaster tolerance measures are complete.
In fig. 3, a client (client) refers to an application using a configuration center, and a specific use manner is to refer to a client jar package of the configuration center. A Server refers to a configuration center Server instance. The number of clients and servers in a system is not fixed, and by way of example only two clients and three servers are listed in figure 3 to illustrate the implementation principles. The invention can comprise at least two clients and at least two servers. By way of example, the database is a MySQL database, but is not so limited.
The flow of configuring portal information from the application of a particular client and synchronizing to all applications of the system will be described in detail below.
When a user changes the portal configuration through a client (e.g., client 311), the data flow is as follows:
a. the client 311 sends data to the server (publish data), which can be used to update the configuration entry information.
b. Upon receiving the data from the client 311, the server 321 uses the data to change the entry configuration (merge/update) in the local file and database 331, while sending messages to the other servers 322, 323 to notify of the updated entry configuration (notify dump).
c. The other servers 322, 323, upon receiving the notification, load the latest portal configuration from the database 331 to the local file to update their local files. Thereafter, there may be two ways for the client 312 to update its portal configuration. In a first manner, the server 322 sends a notification message (notify data) to the client 312 that notifies that the portal configuration information is subscribed; in a second way, the client may periodically or aperiodically query the server (query data changed) to find out whether the portal configuration has changed.
d. The client 312 receiving the notification or discovering the portal configuration in the server has changed updates the portal configuration.
Fig. 4 illustrates a method of supporting smart customer service robot portal opening according to an embodiment of the present invention. Referring to fig. 4, in step 401, a client transmits data related to portal configuration to a server. In step 402, the server updates the portal configuration in the local file and the database using the data, and notifies other servers of the update of the portal configuration. In step 403, after receiving the notification, the other servers load the updated entry configuration from the database, update their local files, and notify the clients subscribed to the entry configuration to update the entry configuration.
Preferably, the client is an application. More preferably, the application may include at least one of a classification application, an entity recognition application, an FAQ application, an error correction application, and a response application.
The portal configuration may include entries having a portal, a robot ID, a terminal, and a model ID associated with each other.
Preferably, the client may periodically query the server for updates to the portal configuration, and if so, receive the updated portal configuration from the server.
Fig. 5 illustrates an apparatus 500 for supporting smart customer service robot portal opening according to an embodiment of the present invention. The apparatus 500 includes a portal configuration sending unit 501, a local server updating unit 502, and a client updating unit 503.
The portal configuration sending unit 501 is configured to send data related to the portal configuration to the server through the client. The local server updating unit 502 is configured to update the portal configuration in the local file and the database with the data through the local server and notify other servers of the update of the portal configuration. The client updating unit 503 is configured to, after receiving the notification from the other server, load the updated entry configuration from the database through the other server, update the local file of the other server itself, and notify the client subscribed to the entry configuration to update the entry configuration.
Preferably, the client is an application. More preferably, the application may include at least one of a classification application, an entity recognition application, an FAQ application, an error correction application, and a response application.
The portal configuration may include entries having a portal, a robot ID, a terminal, and a model ID associated with each other.
Preferably, the client may periodically query the server for updates to the portal configuration, and if so, receive the updated portal configuration from the server.
According to the above detailed description of the exemplary embodiments, in addition to implementing portal configuration opening and automatic synchronization, another advantage of the present invention is that it has superior disaster recovery characteristics. It can be seen that the portal information configuration is not available only if the following conditions are simultaneously met (which is a very extreme case and is almost impossible to happen): a. the database is not available; b. all servers are unavailable; c. the client has no local configuration file; d. the server loses the snapshot.
The foregoing detailed description has set forth numerous embodiments of the inspection method and system via the use of schematics, flowcharts, and/or examples. Where such diagrams, flowcharts, and/or examples contain one or more functions and/or operations, it will be understood by those within the art that each function and/or operation within such diagrams, flowcharts, or examples can be implemented, individually and/or collectively, by a wide range of structures, hardware, software, firmware, or virtually any combination thereof. In one embodiment, portions of the subject matter described by embodiments of the invention may be implemented by Application Specific Integrated Circuits (ASICs), Field Programmable Gate Arrays (FPGAs), Digital Signal Processors (DSPs), or other integrated formats. However, those skilled in the art will recognize that some aspects of the embodiments disclosed herein, in whole or in part, can be equivalently implemented in integrated circuits, as one or more computer programs running on one or more computers (e.g., as one or more programs running on one or more computer systems), as one or more programs running on one or more processors (e.g., as one or more programs running on one or more microprocessors), as firmware, or as virtually any combination thereof, and that designing the circuitry and/or writing the code for the software and or firmware would be well within the skill of one of skill in the art in light of this disclosure. In addition, those skilled in the art will appreciate that the mechanisms of the subject matter described herein are capable of being distributed as a program product in a variety of forms, and that an illustrative embodiment of the subject matter described herein applies regardless of the particular type of signal bearing media used to actually carry out the distribution. Examples of signal bearing media include, but are not limited to: recordable type media such as floppy disks, hard disk drives, Compact Disks (CDs), Digital Versatile Disks (DVDs), digital tape, computer memory, etc.; and a transmission type medium such as a digital and/or an analog communication medium (e.g., a fiber optic cable, a waveguide, a wired communications link, a wireless communication link, etc.).
While the present invention has been described with reference to several exemplary embodiments, it is understood that the terminology used is intended to be in the nature of words of description and illustration, rather than of limitation. As the present invention may be embodied in several forms without departing from the spirit or essential characteristics thereof, it should also be understood that the above-described embodiments are not limited by any of the details of the foregoing description, but rather should be construed broadly within its spirit and scope as defined in the appended claims, and therefore all changes and modifications that fall within the meets and bounds of the claims, or equivalences of such meets and bounds are therefore intended to be embraced by the appended claims.
It is to be noted that the foregoing is only illustrative of the preferred embodiments and principles of the present invention. Those skilled in the art will appreciate that the present invention is not limited to the specific embodiments described herein. Numerous obvious variations, adaptations and substitutions will occur to those skilled in the art without departing from the scope of the invention. The scope of the invention is defined by the appended claims.
Claims (10)
1. A method of supporting intelligent customer service robot portal opening, comprising:
a client sends data related to a portal configuration maintained by the client to a server, the portal configuration including entries having a portal, a robot ID, a terminal, and a model ID associated with each other;
the server updates the entrance configuration in the local file and the entrance configuration in the database by using the data and informs other servers of updating the entrance configuration; and
after receiving the notification, the other servers load the updated entry configuration from the database, update the entry configuration in the local file of the other servers, and notify the other servers of the client subscribed with the entry configuration to update the entry configuration;
and the clients which subscribe the portal configuration to the other servers update the self-maintained portal configuration according to the notification from the other servers.
2. The method of claim 1, wherein the client is an application.
3. The method of claim 2, wherein the application comprises at least one of a classification application, an entity identification application, a FAQ application, an error correction application, and an answer application.
4. The method of claim 1, further comprising: the client periodically inquires the server whether the portal configuration is updated or not, and if yes, the updated portal configuration is received from the server.
5. A system for supporting intelligent customer service robot portal opening, comprising:
a plurality of clients;
a first server;
a second server; and
a database is stored in the database, and the database is used as a database,
wherein the first server is configured to receive data from one of a plurality of clients regarding a portal configuration maintained by the client, update the portal configuration in a local file and database with the data, and notify a second server to update the portal configuration, wherein the portal configuration includes entries having a portal, a robot ID, a terminal, and a model ID associated with each other, and
the second server is configured to load the updated entry configuration from the database to a local file after receiving the notification from the first server, and notify the client subscribing to the entry configuration of the second server to update the entry configuration maintained by the client;
clients that subscribe to the portal configuration with the second server are configured to update their own maintained portal configuration upon notification from the second server.
6. The system of claim 5, wherein the client is an application.
7. The system of claim 6, wherein the application comprises at least one of a classification application, an entity identification application, a FAQ application, an error correction application, and an answer application.
8. The system of claim 5, wherein the client is further configured to periodically query the server for updates to the portal configuration, and if so, to receive an updated portal configuration from the server.
9. An apparatus for supporting intelligent customer service robot portal opening, comprising:
a memory; and
a processor coupled to the memory, the processor configured to perform the method of supporting intelligent customer service robot portal opening of any of claims 1-4 based on instructions stored in the memory.
10. A computer readable storage medium storing computer instructions which, when executed by a processor, implement the method of supporting intelligent customer service robot portal opening as claimed in any one of claims 1 to 4.
Applications Claiming Priority (2)
| Application Number | Priority Date | Filing Date | Title |
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| CN2016103709625 | 2016-05-30 | ||
| CN201610370962 | 2016-05-30 |
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| CN107453894A CN107453894A (en) | 2017-12-08 |
| CN107453894B true CN107453894B (en) | 2021-05-25 |
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| CN201610522833.3A Active CN107453894B (en) | 2016-05-30 | 2016-07-05 | Method, system, device and computer readable storage medium for supporting intelligent customer service robot entrance opening |
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| CN109120513A (en) * | 2018-08-16 | 2019-01-01 | 湖南畅远信息技术有限公司 | Full media system and implementation method based on intelligent robot response |
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| CN103283209A (en) * | 2011-04-18 | 2013-09-04 | 北京新媒传信科技有限公司 | Application service platform system and implementation method thereof |
| CN105357306A (en) * | 2015-11-17 | 2016-02-24 | 贵阳朗玛信息技术股份有限公司 | Multi-platform data sharing system and data sharing method therefor |
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| CN1743043A (en) * | 2005-06-19 | 2006-03-08 | 珠海市西山居软件有限公司 | Network game system and method for realizing same |
| CN101340425A (en) * | 2007-07-02 | 2009-01-07 | 华为技术有限公司 | Method and apparatus for data synchronization between terminals |
| CN103283209A (en) * | 2011-04-18 | 2013-09-04 | 北京新媒传信科技有限公司 | Application service platform system and implementation method thereof |
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