CN110275948A - Free jump method, device and the medium of Self-Service - Google Patents
Free jump method, device and the medium of Self-Service Download PDFInfo
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Abstract
The present invention relates to voice semantemes, provide a kind of free jump method of Self-Service, comprising: set multiple business dimensions, each business dimension corresponds to multiple nodes, and node is divided according to business；Identify the service request of user terminal voice input；The corresponding Egress node of service request is identified by Voice Navigation, speech channel is gone into the corresponding business dimension of Egress node, and enter the Egress node in business dimension, Egress node query result is broadcasted to user terminal；To the corresponding next step voice instruction of user terminal casting query result；When user terminal input next step service request and the instruction of next step voice mismatch, it is determined as rejection hard of hearing；The corresponding Egress node of the next step service request is searched in a manner of problem-answer matches, jumps directly to Egress node using other Egress nodes as answer using the next step business for being determined as rejection hard of hearing as problem.The present invention also provides a kind of electronic device and storage mediums.The present invention avoids repeating inlet wire.
Description
Technical field
The present invention relates to voice semantic technology fields, more specifically, be related to a kind of Self-Service free jump method,
Device and medium.
Background technique
With the development and application of intelligent sound identification technology, for credit-card call voice inlet wire channel, many scenes
It can depth excavation operation intention of user.In interactive voice, user is not desired to voice hard of hearing when carrying out an information inquiry, and
It is to want to inquire another information suddenly, it is necessary to return to the first floor, say again and inquire another information, just can be carried out another information
Inquiry, for example, user inquires current period bill information and broadcast to user at inquiry " Credit Statement ", while broadcasting language
Sound " whether needing one time hard of hearing, still continue to listen in next? " user is not intended to voice hard of hearing, but wants to inquire suddenly
The available amount of oneself, it is necessary to return to the first floor, saying that " credit card can be inquired with amount " can just enter again can be looked into amount
It askes, repeats inlet wire, the time that user navigates to destination node is longer, reduces user service experience.
Summary of the invention
In view of the above problems, it the object of the present invention is to provide a kind of time for reducing user's navigation target node, is promoted and is used
Family service experience avoids the free jump method, electronic device and the storage medium that repeat the Self-Service of inlet wire.
To achieve the goals above, the present invention provides a kind of electronic device, and the electronic device includes memory and processing
Device includes the free jump routine of Self-Service in the memory, and the free jump routine of the Self-Service is by the place
Reason device realizes following steps when executing:
Multiple business dimensions are set, each business dimension corresponds to multiple nodes, and the node is divided according to business；
Identify the service request of user terminal voice input；
The corresponding Egress node of service request is identified by Voice Navigation, and speech channel is gone into the corresponding industry of the Egress node
Business dimension, and enter the Egress node in the business dimension, the query result of Egress node is broadcasted to user terminal；
The corresponding next step voice instruction of the query result is broadcasted to user terminal；
When the next step service request of user terminal input and next step voice instruction mismatch, it is determined as hard of hearing refuse
Know；
It is answered using the next step business for being determined as rejection hard of hearing as problem using other Egress nodes as answer with problem-
The matched mode of case searches the corresponding Egress node of the next step service request, jumps directly to the Egress node.
In addition, to achieve the goals above, the present invention also provides a kind of free jump methods of Self-Service, comprising:
Multiple business dimensions are set, each business dimension corresponds to multiple nodes, and the node is divided according to business；
Identify the service request of user terminal voice input；
The corresponding Egress node of service request is identified by Voice Navigation, and speech channel is gone into the corresponding industry of the Egress node
Business dimension, and enter the Egress node in the business dimension, the query result of Egress node is broadcasted to user terminal；
The corresponding next step voice instruction of the query result is broadcasted to user terminal；
When the next step service request of user terminal input and next step voice instruction mismatch, it is determined as hard of hearing refuse
Know；
It is answered using the next step business for being determined as rejection hard of hearing as problem using other Egress nodes as answer with problem-
The matched mode of case searches the corresponding Egress node of the next step service request, jumps directly to the Egress node.
Preferably, the configuration method of described problem-answer matches mode includes:
Web page user end is provided to business personnel, business personnel's increase or deletion user terminal difference way to put questions or saying are summed up in the point that
Corresponding node.
Further, it is preferable that the configuration method of described problem-answer matches mode further include: by web page user
End addition business dimension, so that user terminal obtains multiple business dimension of service request corresponding node by one service request of inquiry
The answer of degree.
Moreover it is preferred that the configuration method of described problem-answer matches mode further include:
Using the keyword of inquiry business as typical problem；
Set other problems similar with typical problem；
Typical problem and the corresponding answer of Similar Problems are set, and the answer is that standard is topic industry corresponding with Similar Problems
The node for dimension of being engaged in.
It is preferably, described to be determined as after rejection step hard of hearing further include:
The next step service request is judged whether in the dimension that comes into force, and the dimension that comes into force is that the next step business is asked
Seek the business dimension where the Egress node of corresponding the next item up service request；
If matched in other Egress nodes with the next step service request, under acquisition in the dimension that comes into force
The corresponding Egress node of one step service request；
If other business dimensions are matched with the next step service request not in the dimension that comes into force, obtain next
Walk the corresponding business dimension of service request and Egress node.
Moreover it is preferred that described be determined as that rejection step hard of hearing includes: later
Judge the input of user terminal voice the next step service request whether with the nodes of other business dimensions or come into force
Other nodes of dimension match；
If mismatched, it is determined as complete rejection hard of hearing, sends the alarm signal for not finding result to user terminal.
Moreover it is preferred that will be determined as the next step business of rejection hard of hearing as problem, using other Egress nodes as answering
Case searches the corresponding Egress node of the next step service request in a manner of problem-answer matches, jump directly to it is described go out
After the step of mouth node further include:
The corresponding query result of next step service request is returned to, inquiry pointer returns to the position jumped originally, the inquiry
Pointer is that the inquiry of user terminal incoming traffic inquiry originates business dimension, before the original jump location is the next item down business
The position of the corresponding next step voice instruction of service request.
In addition, to achieve the goals above, the present invention also provides a kind of computer readable storage medium, the computer can
The free jump routine in storage medium including Self-Service is read, the free jump routine of the Self-Service is executed by processor
When, the step of realizing the free jump method of above-mentioned Self-Service.
Free jump method, electronic device and the computer readable storage medium of Self-Service of the present invention are provided with weight
The differentiation for listening rejection quickly jumps to the service node of target by " problem --- answer " mode of configurableization, supports anti-
Regret, reduce user and enter the self-service path time of target, improve user satisfaction, avoids repeating inlet wire.
Detailed description of the invention
Fig. 1 is the application environment schematic diagram of the free jump method preferred embodiment of Self-Service of the present invention；
Fig. 2 is the module diagram of the free jump routine preferred embodiment of Self-Service in Fig. 1；
Fig. 3 is the flow chart of the free jump method preferred embodiment of Self-Service of the present invention.
Specific embodiment
It should be appreciated that the specific embodiments described herein are merely illustrative of the present invention, it is not intended to limit the present invention.
Hereinafter, specific embodiments of the present invention will be described in detail with reference to the accompanying drawings.
The present invention provides a kind of free jump method of Self-Service, is applied to a kind of electronic device 1.Shown in referring to Fig.1,
For the application environment schematic diagram of the free jump method preferred embodiment of Self-Service of the present invention.
In the present embodiment, electronic device 1 can be server, mobile phone, tablet computer, portable computer, desktop meter
Calculation machine etc. has the terminal of calculation function.
The electronic device 1 includes memory 11, processor 12, network interface 13 and communication bus 14.
Memory 11 includes the readable storage medium storing program for executing of at least one type.The readable storage medium storing program for executing of at least one type
It can be the non-volatile memory medium of such as flash memory, hard disk, multimedia card, card-type memory.In some embodiments, described can
Reading storage medium can be the internal storage unit of the electronic device 1, such as the hard disk of the electronic device 1.In other realities
It applies in example, the readable storage medium storing program for executing is also possible to the external memory of the electronic device 1, such as on the electronic device 1
The plug-in type hard disk of outfit, intelligent memory card (Smart Media Card, SMC), secure digital (Secure Digital, SD)
Card, flash card (Flash Card) etc..
In the present embodiment, the readable storage medium storing program for executing of the memory 11 is installed on the electronic device commonly used in storage
Free jump routine 10 of 1 Self-Service etc..The memory 11, which can be also used for temporarily storing, to have exported or has incited somebody to action
The data to be exported.
Processor 12 can be in some embodiments a central processing unit (Central Processing Unit,
CPU), microprocessor or other data processing chips, program code or processing data for being stored in run memory 11, example
Such as execute the free jump routine 10 of Self-Service.
Network interface 13 optionally may include standard wireline interface and wireless interface (such as WI-FI interface), be commonly used in
Communication connection is established between the electronic device 1 and other electronic user ends.
Communication bus 14 is for realizing the connection communication between these components.
Fig. 1 illustrates only the electronic device 1 with component 11-14, it should be understood that being not required for implementing all show
Component out, the implementation that can be substituted is more or less component.
Optionally, which can also include user interface, and user interface may include input unit such as keyboard
(Keyboard), speech input device such as microphone (microphone) etc. has user terminal, the voice of speech identifying function
Output device such as sound equipment, earphone etc., optionally user interface can also include standard wireline interface and wireless interface.
Optionally, which can also include display, and display is referred to as display screen or display unit.
It can be light-emitting diode display, liquid crystal display, touch-control liquid crystal display and organic light emission in some embodiments
Diode (Organic Light-Emitting Diode, OLED) touches device etc..Display is for showing in the electronic apparatus 1
The information of processing and for showing visual user interface.
Optionally, which further includes touch sensor.It is touched provided by the touch sensor for user
The region for touching operation is known as touch area.In addition, touch sensor described here can be resistive touch sensor, capacitor
Formula touch sensor etc..Moreover, the touch sensor not only includes the touch sensor of contact, proximity may also comprise
Touch sensor etc..In addition, the touch sensor can be single sensor, or such as multiple biographies of array arrangement
Sensor.
Optionally, which can also include logic gates, and sensor, voicefrequency circuit etc. are no longer superfluous herein
It states.
In Installation practice shown in Fig. 1, as may include in a kind of memory 11 of computer storage medium behaviour
Make the free jump routine 10 of system and Self-Service；Processor 12 executes the freedom of the Self-Service stored in memory 11
Following steps are realized when jump routine 10:
Multiple business dimensions are set, each business dimension corresponds to multiple nodes, and the node is divided according to business；
Identify the service request of user terminal voice input；
The corresponding Egress node of service request is identified by Voice Navigation, and speech channel is gone into the corresponding industry of the Egress node
Business dimension, and enter the Egress node in the business dimension, the query result of Egress node is broadcasted to user terminal, institute
State the destination node that Egress node is the data packet of the corresponding business dimension of service request；
The corresponding next step voice instruction of the query result is broadcasted to user terminal；
When the next step service request of user terminal input and next step voice instruction mismatch, it is determined as hard of hearing refuse
Know；
It is answered using the next step business for being determined as rejection hard of hearing as problem using other Egress nodes as answer with problem-
The matched mode of case searches the corresponding Egress node of the next step service request, jumps directly to the Egress node.
Preferably, described problem-answer matches mode includes:
Typical problem submodule is topic using the keyword of inquiry business as standard；
Similar Problems submodule sets other problems similar with typical problem；
Answer submodule stores typical problem submodule and the corresponding answer of each problem of Similar Problems submodule, described to answer
Case is that standard is to inscribe the node of business dimension corresponding with Similar Problems.
In other embodiments, the free jump routine 10 of the Self-Service can also be divided into one or more
Module, one or more module are stored in memory 11, and are executed by processor 12, to complete the present invention.The present invention
So-called module is the series of computation machine program instruction section for referring to complete specific function.Referring to shown in Fig. 2, be in Fig. 1 from
Help the functional block diagram of 10 preferred embodiment of free jump routine of service.10 basis of free jump routine of the Self-Service
The application program on backstage carries out the dynamic configuration of official documents and correspondence in front end, can be divided into:
Self-help serving system 100, including the first floor 110 and lower layer 120, in which:
The first floor 110 includes speech recognition module 111, navigation module 112, the first transmission module 113 and broadcasting module
114, the service request of the speech recognition module identification user terminal voice input, the navigation module is identified by Voice Navigation
Speech channel is gone to lower layer by Egress node, first transmission module, Egress node is sent to lower layer and by the inquiry knot of lower layer
Fruit and the instruction of next step voice are transferred to broadcasting module, and the broadcasting module broadcasts query result to user terminal；
The lower layer 120 includes memory module 121, the second transmission module 122, problem-answer module 123 and judgment module
124, in which:
The 121 storage service dimension of memory module and the corresponding multiple nodes of each business dimension, the business dimension
Including credit card dimension, debit card dimension, fund dimension, the one or more of stock dimension and declaration form dimension, the node root
It is divided according to business；
Described problem-answer module 123, including the corresponding answer of problem, using the answer as outlet information, with outlet
Node matching；
Second transmission module 122 receives the Egress node of the first transmission module 113, and speech channel is gone to memory module and is gone out
The corresponding business dimension of mouth node, and enter the Egress node in the business dimension, by query result and next step language
Sound instruction returns to the first floor；
The judgment module 124 judge user terminal input next step service request and the next step voice prompting whether
Matching, if next step service request is matched with the next step voice prompting, sends a signal to the second transmission module, by speech channel
The corresponding Egress node of next step service request is gone to, and query result is returned into upper layer；If next step service request and institute
Next step voice prompting mismatch is stated, is determined as rejection hard of hearing, sends a signal to problem-answer module, described problem-answer mould
The next step service request for being determined as rejection hard of hearing is obtained its corresponding outlet information by block, is sent to the second transmission
Module, the second transmission module jump directly to corresponding Egress node according to the outlet information.
Preferably, described problem-answer module 123 includes:
Typical problem submodule is topic using the keyword of inquiry business as standard；
Similar Problems submodule sets other problems similar with typical problem；
Answer submodule stores typical problem submodule and the corresponding outlet information of each problem of Similar Problems submodule.
Preferably, described problem-answer module configuration method includes:
Web page user end is provided to the business personnel of self-help serving system, business personnel increases or deletes different ways to put questions or say
Method sums up in the point that the destination node of lower layer.
In addition, the present invention also provides a kind of free jump methods of Self-Service.It is self-service for the present invention referring to shown in Fig. 3
The flow chart of the free jump method preferred embodiment of service.This method can be executed by a device, which can be by soft
Part and/or hardware realization.
In the present embodiment, the free jump method of Self-Service includes:
Step S1 sets multiple business dimensions, and each business dimension corresponds to multiple nodes, and the business dimension includes credit
The one or more of card dimension, debit card dimension, fund dimension, stock dimension, declaration form dimension etc., the node according to business into
Row divides, such as bill query node, inquiry into balance node, query node of applying for card, clear card query node etc., it is preferable that described
Nodal hierarchy setting, such as credit card dimension is first node, the child node under first node include bill node, amount node and close
Code node, the child node under bill node includes principal and interest bill node, historical bills node and single node of not entering an item of expenditure in the accounts, amount node
Under child node include available amount node, fixed amount node, interim amount node, the child node under cryptographic node includes setting
It sets cryptographic node, password for inquiry node and modifies secret node, different business dimensions can be different according to the difference of business
Node setting for example, can also include transferring accounts node for debit card dimension can also include declaration form section for declaration form dimension
Point；
Step S2, the service request of identification user terminal voice input；
Step S3 identifies the corresponding Egress node of service request by Voice Navigation, speech channel is gone to the Egress node
Corresponding business dimension, and enter the business dimension in the Egress node, by the query result of Egress node broadcast to
User terminal, e.g., credit card dimension and debit card dimension are provided with respective bill query node and inquiry into balance node, when with
When the service request of family end voice input is " inquiry of credit card current period bill ", credit card dimension is reached, reaches credit card dimension
Bill query node in degree inquires child node further to current period bill；
When user terminal obtains the query result of the corresponding casting of a service request by the self-help serving system,
In step S4, the corresponding next step voice instruction of the query result is broadcasted to user terminal, the voice instruction includes " whether weighing
Listen one time ", " whether continuing to listen in next ", one kind of " whether inquiring ×× service request relevant to query result " etc. or
It is a variety of；
When the next step service request of user terminal input and the next step voice prompting mismatch, in step s 5,
Be determined as rejection hard of hearing, for example, next step voice prompting be " whether needing one time hard of hearing, still continue to listen in next? ", use
The intention of "Yes", "No" or " next " is said at family end, be finally identified as it is hard of hearing or not hard of hearing, continue to listen in, user terminal says " credit
Card can use amount to inquire " then as rejection hard of hearing；
Step S6, will be determined as the next step business of rejection hard of hearing as problem, using other Egress nodes as answer, with
Problem-answer matches mode searches the corresponding Egress node of the next step service request, jumps directly to the outlet section
Point.
In one embodiment of the invention, the configuration method of described problem-answer matches mode includes:
Web page user end is provided to business personnel, business personnel's increase or deletion user terminal difference way to put questions or saying are summed up in the point that
Corresponding node.
Preferably, the configuration method of described problem-answer matches mode further include: by adding industry at web page user end
Business dimension, so that user terminal passes through answering for multiple business dimensions of one service request acquisition service request corresponding node of inquiry
Case, for example, user terminal can obtain credit card, debit card of the user terminal etc. by " Credit Statement " this service request
The bill of different dimensions.
Furthermore it is preferred that the configuration method of described problem-answer matches mode further include:
Using the keyword of inquiry business as typical problem, for example, typical problem is " can be inquired with amount "；
Set similar with typical problem other problems, example as above, Similar Problems can be " I wants to look into available amount? ",
" my available amount is how many " etc.；
Typical problem and the corresponding answer of Similar Problems are set, and the answer is that standard is topic industry corresponding with Similar Problems
The node for dimension of being engaged in, for example, can be ×× with amount.
It is in one embodiment of the invention, described to be determined as after rejection step hard of hearing further include:
The next step service request is judged whether in the dimension that comes into force, and the dimension that comes into force is that the next step business is asked
Seek the business dimension where the Egress node of corresponding the next item up service request；
If matched in other Egress nodes of lower layer with the next step service request in the dimension that comes into force,
Obtain the corresponding Egress node of next step service request；
If other business dimensions of lower layer are matched with the next step service request not in the dimension that comes into force, obtain
The corresponding business dimension of next step service request and Egress node.
Preferably, described to be determined as that rejection step hard of hearing includes: later
Judge the input of user terminal voice the next step service request whether with the nodes of lower layer other business dimensions or
Other nodes for the dimension that comes into force match；
If mismatched, it is determined as complete rejection hard of hearing, sends and do not find the alarm signal of result to user terminal, it can be with
It returns to lower layer and the step of corresponding next step voice of the query result indicates is broadcasted to user terminal by the first floor, for example, can be with
" I does not understand your meaning, and may I ask will also broadcast one time to you again " is broadcasted to user terminal.
In one embodiment of the invention, described that the next step service request for being determined as rejection hard of hearing is passed through into problem-
After the step of answer module obtains its corresponding outlet information, jumps directly to corresponding Egress node according to outlet information also
Include:
The corresponding query result of next step service request is returned to, inquiry pointer returns to the first floor or inquiry pointer return is original
The position jumped, the inquiry pointer is that the inquiry of user terminal incoming traffic inquiry originates business dimension, described to jump position originally
Setting is the corresponding next step voice instruction of a service request, for example, [can be used when user jumps to from [application progress queries]
Amount inquiry] after, complete [can be inquired with amount] it is self-service after, there are two types of echo plex mode, first: back to the position jumped originally
Set, i.e., application progress queries casting " may I ask will also broadcast one time to you again? " place；Second: being returned directly to the first floor.
In one particular embodiment of the present invention, the free jump method of Self-Service includes:
After user terminal (for example, mobile phone or base) dials the request of hot line incoming traffic, pass through the first floor of self-help serving system
Speech recognition enters the credit card business dimension of lower layer, and user carries out the corresponding outlet of service request in credit card business dimension
The search of node into after credit card business dimension, searches application for example, service request is " credit card application progress queries "
Progress node, credit card business dimension can also include turning artificial node, inquiry amount node, card to send node etc.；
It will apply for that the query result in progress node returns to the first floor, to user terminal, the query result includes audit for casting
By, audit by i.e. by express delivery, audit, audit refusal, to dribbleware etc., casting can be by being based on sip protocol interactive stream
Journey and casting voice are realized, can also be realized by speech synthesis TTS (Text-To-Speech)；
Query result is broadcasted to casting next step voice instruction after user terminal, is continued, for example, continuing whether casting " needs
One time hard of hearing "；
The next step service request that user terminal is inputted for voice after the instruction of next step voice is transferred to credit card by the first floor
Business dimension, credit card business dimension can go to call speech recognition module at this time, and the service request of user speech input is converted
It is identified at text, such as Automatic Speech Recognition (ASR), including acoustic training model, linguistic model
Natural language understanding (NLU): training, participle, dictionary for another example carry out word cutting using Forward Maximum Method method, according to different words
Matching degree is given a mark, and highest comprehensive marking is final matching output as a result, converting text to semantic (NLP semanteme solution
Analysis), such as " good " representative " yes " meaning；
Judge whether rejection hard of hearing by judgment module；
If rejection hard of hearing, it is sent to problem-answer module, the corresponding outlet information of the semanteme is obtained, directly jumps
To the corresponding Egress node of the outlet information, the next step service request of such as user terminal voice input is " I to inquire it is available
Amount " is the saying of rejection in judgment module, this text can be transmitted to problem-answer module, and (one is supported configurable matching
System is based on some matching algorithms), all sayings containing " can use amount " all can be used into amount node with synthesis, directly
Jump to available amount node；
If not rejection hard of hearing, the first floor carries out the repeatedly broadcasting of setting number to query result, when repeatedly broadcasting number
When more than setting number, the voice of progress " turning artificial " is indicated into casting.
Above-mentioned credit card business dimension can be returned the result according to problem-answer module, jump to credit card business dimension
The available amount node module of the inside, has reached the function of freely jumping.
The above problem-answer module can also provide a web page user end to business, i.e. business can be configured manually,
It increases newly or deletes different way to put questions or saying and sum up in the point that destination node etc., for example, such as typical problem configuration [inquiry can use amount],
Can Similar Problems be with [I, which wants to inquire, can use amount? ], [my card also how many available amount? ] etc., in answer, match
Set the available amount process name for wanting to jump, such as ccsrSubQryAvailableLimit.
When rejection hard of hearing, credit card dimension continues to broadcast the instruction of next step voice by the first floor, is more than that setting time is used
Family end does not carry out next step service inquiry, or the next step business carried out is looked into when being newly still rejection hard of hearing, then by nearest one
Secondary next step service inquiry is sent to problem-answer module.
In addition, the embodiment of the present invention also proposes a kind of computer readable storage medium, the computer readable storage medium
In include Self-Service free jump routine, when the free jump routine of the Self-Service is executed by processor realize it is as follows
Step:
Self-help serving system is constructed, the self-help serving system includes the first floor and lower layer, and the lower layer is used for storage service
Dimension and the corresponding multiple nodes of each business dimension and allocation problem-answer module, the business dimension include credit card dimension
Degree, debit card dimension, fund dimension, the one or more of stock dimension and declaration form dimension, the node are drawn according to business
Point, described problem-answer module includes that the corresponding answer of problem is matched using the answer as outlet information with Egress node,
The service request of the first floor identification user terminal voice input, identifies Egress node by Voice Navigation, speech channel is gone to lower layer
The corresponding business dimension of the Egress node, and enter the Egress node in the business dimension, lower layer is by Egress node
Query result return the first floor, broadcasted by the first floor to user terminal；
When user terminal obtains the query result of the corresponding casting of a service request by the self-help serving system, under
Layer broadcasts the corresponding next step voice instruction of the query result to user terminal by the first floor；
When the next step service request of user terminal input and next step voice instruction mismatch, it is determined as hard of hearing refuse
Know；
The next step service request for being determined as rejection hard of hearing is obtained into its corresponding message out by problem-answer module
Breath, jumps directly to corresponding Egress node according to outlet information.
Preferably, described problem-answer module configuration method includes:
Web page user end is provided to the business personnel of self-help serving system, business personnel increases or deletes different ways to put questions or say
Method sums up in the point that the destination node of lower layer.
Further, it is preferable that described problem-answer module configuration method further include: by being added at web page user end
Business dimension, so that user terminal passes through answering for multiple business dimensions of one service request acquisition service request corresponding node of inquiry
Case.
Moreover it is preferred that described problem-answer module configuration method further include:
Typical problem submodule is set, using the keyword of inquiry business as typical problem；
Similar Problems submodule is set, other problems similar with typical problem are set；
Typical problem submodule and the corresponding answer submodule of Similar Problems submodule, the answer submodule setting are set
There is outlet information.
It is preferably, described to be determined as after rejection step hard of hearing further include:
The next step service request is judged whether in the dimension that comes into force, and the dimension that comes into force is that the next step business is asked
Seek the business dimension where the Egress node of corresponding the next item up service request；
If matched in other Egress nodes of lower layer with the next step service request in the dimension that comes into force,
Obtain the corresponding Egress node of next step service request；
If other business dimensions of lower layer are matched with the next step service request not in the dimension that comes into force, obtain
The corresponding business dimension of next step service request and Egress node.
Moreover it is preferred that described be determined as that rejection step hard of hearing includes: later
Judge the input of user terminal voice the next step service request whether with the nodes of lower layer other business dimensions or
Other nodes for the dimension that comes into force match；
If mismatched, it is determined as complete rejection hard of hearing, sends the alarm signal for not finding result to user terminal.
Moreover it is preferred that described obtain the next step service request for being determined as rejection hard of hearing by problem-answer module
Its corresponding outlet information, after the step of jumping directly to corresponding Egress node according to outlet information further include:
The corresponding query result of next step service request is returned to, inquiry pointer returns to the first floor or inquiry pointer return is original
The position jumped, the inquiry pointer is that the inquiry of user terminal incoming traffic inquiry originates business dimension, described to jump position originally
Setting is the corresponding next step voice instruction of a service request.
The free jump method of the specific embodiment of the computer readable storage medium of the present invention and above-mentioned Self-Service,
The specific embodiment of electronic device is roughly the same, and details are not described herein.
Free jump method, electronic device and the computer readable storage medium of Self-Service of the present invention judge business
New intention has additionally increased free turn function newly, if user thinks that inquiry can use amount suddenly, at this point, very easily turning
Amount node can be used, even if current operation is at the application a certain link of progress queries, that is to say, that provided with sentencing for rejection hard of hearing
Not, and business can be with rapid configuration problem and answer, and quickly jumping when passing through interactive voice, it is self-service that reduction user enters target
Path time, improve user satisfaction.
It should be noted that, in this document, the terms "include", "comprise" or its any other variant are intended to non-row
His property includes, so that the process, device, article or the method that include a series of elements not only include those elements, and
And further include other elements that are not explicitly listed, or further include for this process, device, article or method institute it is intrinsic
Element.In the absence of more restrictions, the element limited by sentence "including a ...", it is not excluded that including being somebody's turn to do
There is also other identical elements in the process, device of element, article or method.
The serial number of the above embodiments of the invention is only for description, does not represent the advantages or disadvantages of the embodiments.Pass through above embodiment party
The description of formula, it is required general that those skilled in the art can be understood that above-described embodiment method can add by software
The mode of hardware platform is realized, naturally it is also possible to which by hardware, but in many cases, the former is more preferably embodiment.It is based on
Such understanding, substantially the part that contributes to existing technology can be with software product in other words for technical solution of the present invention
Form embody, which is stored in a storage medium (such as ROM/RAM, magnetic disk, light as described above
Disk) in, including some instructions are used so that a terminal user end (can be mobile phone, computer, server or network are used
Family end etc.) execute method described in each embodiment of the present invention.
The above is only a preferred embodiment of the present invention, is not intended to limit the scope of the invention, all to utilize this hair
Equivalent structure or equivalent flow shift made by bright specification and accompanying drawing content is applied directly or indirectly in other relevant skills
Art field, is included within the scope of the present invention.
Claims (10)
1. a kind of free jump method of Self-Service characterized by comprising
Multiple business dimensions are set, each business dimension corresponds to multiple nodes, and the node is divided according to business；
Identify the service request of user terminal voice input；
The corresponding Egress node of service request is identified by Voice Navigation, and speech channel is gone into the corresponding business of the Egress node and is tieed up
Degree, and enter the Egress node in the business dimension, the query result of Egress node is broadcasted to user terminal；
The corresponding next step voice instruction of the query result is broadcasted to user terminal；
When the next step service request of user terminal input and next step voice instruction mismatch, it is determined as rejection hard of hearing；
It will be determined as the next step business of rejection hard of hearing as problem, using other Egress nodes as answer, with problem-answer
The mode matched searches the corresponding Egress node of the next step service request, jumps directly to the Egress node.
2. the free jump method of Self-Service according to claim 1, which is characterized in that described problem-answer matches
The configuration method of mode include:
Web page user end is provided to business personnel, correspondence is summed up in the point that in business personnel's increase or deletion user terminal difference way to put questions or saying
Node.
3. the free jump method of Self-Service according to claim 2, which is characterized in that described problem-answer matches
Mode configuration method further include: by web page user end add business dimension so that user terminal by inquiry one industry
Business request obtains the answer of multiple business dimensions of service request corresponding node.
4. the free jump method of Self-Service according to claim 2, which is characterized in that described problem-answer matches
Mode configuration method further include:
Using the keyword of inquiry business as typical problem；
Set other problems similar with typical problem；
Typical problem and the corresponding answer of Similar Problems are set, and the answer is that standard is topic business dimension corresponding with Similar Problems
The node of degree.
5. the free jump method of Self-Service according to claim 1, which is characterized in that described to be determined as rejection hard of hearing
After step further include:
The next step service request is judged whether in the dimension that comes into force, and the dimension that comes into force is the next step service request pair
Business dimension where the Egress node for the next item up service request answered；
If matched in other Egress nodes with the next step service request in the dimension that comes into force, obtain in next step
The corresponding Egress node of service request；
If other business dimensions are matched with the next step service request not in the dimension that comes into force, next step industry is obtained
Corresponding business dimension and Egress node are requested in business.
6. the free jump method of Self-Service according to claim 1, which is characterized in that described to be determined as rejection hard of hearing
Include: after step
Judge the input of user terminal voice the next step service request whether node with other business dimensions or the dimension that comes into force
Other nodes match；
If mismatched, it is determined as complete rejection hard of hearing, sends the alarm signal for not finding result to user terminal.
7. the free jump method of Self-Service according to claim 1, which is characterized in that will be determined as rejection hard of hearing
Next step business searches the next step using other Egress nodes as answer as problem in a manner of problem-answer matches
The corresponding Egress node of service request, after the step of jumping directly to the Egress node further include:
The corresponding query result of next step service request is returned to, inquiry pointer returns to the position jumped originally, the inquiry pointer
For user terminal incoming traffic inquiry inquiry originate business dimension, the original jump location be the next item down business before business
Request the position of corresponding next step voice instruction.
8. a kind of electronic device, which is characterized in that including memory and processor, be stored with Self-Service in the memory
Free jump routine, the free jump routine of the Self-Service realize following steps when being executed by the processor:
Multiple business dimensions are set, each business dimension corresponds to multiple nodes, and the node is divided according to business；
Identify the service request of user terminal voice input；
The corresponding Egress node of service request is identified by Voice Navigation, and speech channel is gone into the corresponding business of the Egress node and is tieed up
Degree, and enter the Egress node in the business dimension, the query result of Egress node is broadcasted to user terminal；
The corresponding next step voice instruction of the query result is broadcasted to user terminal；
When the next step service request of user terminal input and next step voice instruction mismatch, it is determined as rejection hard of hearing；
It will be determined as the next step business of rejection hard of hearing as problem, using other Egress nodes as answer, with problem-answer
The mode matched searches the corresponding Egress node of the next step service request, jumps directly to the Egress node.
9. electronic device according to claim 8, which is characterized in that described problem-answer matches mode includes:
Typical problem submodule is topic using the keyword of inquiry business as standard；
Similar Problems submodule sets other problems similar with typical problem；
Answer submodule, stores typical problem submodule and the corresponding answer of each problem of Similar Problems submodule, the answer are
Standard is to inscribe the node of business dimension corresponding with Similar Problems.
10. a kind of computer readable storage medium, which is characterized in that include self-service clothes in the computer readable storage medium
The free jump routine of business when the free jump routine of the Self-Service is executed by processor, realizes such as claim 1 to 7
Any one of the free jump method of Self-Service described in claim the step of.
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