CN116226354A - Question and answer information determining method and device - Google Patents
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Abstract
The application discloses a method and a device for determining question and answer information, which can be applied to the field of big data or the field of finance. The method comprises the following steps: obtaining an incoming line channel corresponding to a target client and identity information of the target client; determining a plurality of question-answer information items matched with the incoming line channel of the target client and the identity information of the target client in a preset information comparison table; determining a first question-answer information item matched with the input question from a plurality of question-answer information items according to the input question of the target client; displaying a first question-answer information item, and identifying the target question-answer information item determined by the agent in the first question-answer information item; and sending the output document information corresponding to the target question-answer information item to the target client. The question and answer information can be pre-screened twice through the information in different aspects, so that the question and answer information which is partially interfered to the seat personnel is eliminated, the accuracy of the target question and answer information determined by the seat personnel is improved, and the retrieval efficiency of the seat personnel is improved.
Description
Technical Field
The application relates to the technical field of big data, in particular to a method and a device for determining question and answer information.
Background
The working mode of the seat staff of the bank is that after receiving the incoming line of the client, the document library is directly searched according to the question description of the incoming line client, answers returned by the search are screened, and the result is returned to the client after the correct question and answer information is found. However, the mode of screening the question and answer information by the seat staff has certain defects, on one hand, the seat staff only performs question retrieval aiming at the description of the client, and the searched answer is easy to be inaccurate; on the other hand, the operator may lack focus on the popular documents, so that the operator can search answers for too long, and further the search waiting time of the client is long, which affects the working efficiency of the bank operator and the use experience of the client.
Disclosure of Invention
In order to solve the technical problems, the application provides a method and a device for determining question and answer information, which are used for improving the accuracy and efficiency of determining answer information by a bank agent.
In order to achieve the above object, the technical solution provided in the embodiments of the present application is as follows:
the embodiment of the application provides a method for determining question and answer information, which is applied to a question and answer system of a bank agent, and comprises the following steps:
obtaining an incoming line channel corresponding to a target client and identity information of the target client;
determining a plurality of question-answer information items matched with the incoming line channel of the target client and the identity information of the target client in a preset information comparison table;
determining a first question-answer information item matched with the input question from a plurality of question-answer information items according to the input question of the target client;
displaying a first question-answer information item, and identifying a target question-answer information item determined by the agent in the first question-answer information item;
and sending the output document information corresponding to the target question-answer information item to the target client.
As one possible implementation, the question-answer information item includes incoming line channel information, pre-service information, input question information, and output document information; the pre-service information indicates pre-services handled by clients for which the question-answer information matches.
As one possible implementation manner, determining, in a preset information comparison table, a plurality of question-answer information items matched with the incoming line channel of the target client and the identity information of the target client, including:
and determining a plurality of question-answer information items, of which the incoming line channel information is matched with the incoming line channel of the target client and the preposed service information is matched with the identity information of the target client, in a preset information comparison table.
As a possible implementation manner, the question-answer information items in the preset information comparison table are generated according to the historical question-answer records.
As a possible embodiment, the method further includes:
when the operation of the seat operator is recognized to indicate that the target question-answer information item does not exist in the first question-answer information item, determining a second question-answer information item which is matched with the input problem and is not contained in the first question-answer information item in a preset information comparison table;
the second question-answer information items are displayed, and target question-answer information items determined by the agent in the second question-answer information items are identified.
As a possible embodiment, the method further includes:
determining information items except the target question-answer information item in the first question-answer information item as information items to be processed;
and combining and displaying the associated information items in the information items to be processed.
According to the method for determining the question and answer information, the application also provides a device for determining the question and answer information, the device is applied to a question and answer system of a bank agent, and the device comprises:
the acquisition module is used for acquiring the incoming line channel corresponding to the target client and the identity information of the target client;
the first determining module is used for determining a plurality of question-answer information items matched with the incoming line channel of the target client and the identity information of the target client in a preset information comparison table;
a second determining module, configured to determine, according to an input question of a target client, a first question-answer information item that matches the input question from among a plurality of question-answer information items;
the first display module is used for displaying the first question-answer information item and identifying a target question-answer information item determined by the seat staff in the first question-answer information item;
and the sending module is used for sending the output document information corresponding to the target question-answer information item to the target client.
As one possible implementation, the question-answer information item includes incoming line channel information, pre-service information, input question information, and output document information; the pre-service information indicates pre-services handled by clients for which the question-answer information items match.
As a possible implementation manner, the first determining module is specifically configured to: and determining a plurality of question-answer information items, of which the incoming line channel information is matched with the incoming line channel of the target client and the preposed service information is matched with the identity information of the target client, in a preset information comparison table.
As a possible embodiment, the method further includes: a third confirmation module, configured to determine, when it is recognized that the operation of the seat operator indicates that the target question-answer information item does not exist in the first question-answer information item, a second question-answer information item that matches the input question and is not included in the first question-answer information item in a preset information comparison table;
and the second display module is used for displaying the second question-answer information items and identifying target question-answer information items determined by the seat staff in the second question-answer information items.
According to the technical scheme, the application has the following beneficial effects:
the embodiment of the application provides a method for determining question and answer information, which is applied to a question and answer system of a bank agent, and comprises the following steps: obtaining an incoming line channel corresponding to a target client and identity information of the target client; determining a plurality of question-answer information items matched with the incoming line channel of the target client and the identity information of the target client in a preset information comparison table; determining a first question-answer information item matched with the input question from a plurality of question-answer information items according to the input question of the target client; displaying a first question-answer information item, and identifying the target question-answer information item determined by the agent in the first question-answer information item; and sending the output document information corresponding to the target question-answer information item to the target client.
Therefore, according to the method for determining the question and answer information, which is provided by the embodiment of the application, the question and answer information which is arranged in the preset information comparison table is primarily screened through the incoming line channel of the target client and the identity information of the target client, and then the question and answer information is secondarily screened through the input problem of the target client, so that the seat personnel only needs to select the target question and answer information required by the target client from the question and answer information obtained through the two screening. Thus, the method provided by the embodiment of the application can pre-screen the question and answer information twice through the information in different aspects, eliminates the question and answer information which is partially interfered to the seat personnel, improves the accuracy of the target question and answer information determined by the seat personnel, improves the retrieval efficiency of the seat personnel, and improves the use experience of customers.
Drawings
In order to more clearly illustrate the embodiments of the present application or the technical solutions in the prior art, the drawings that are required in the embodiments or the description of the prior art will be briefly described, and it is obvious that the drawings in the following description are some embodiments of the present application, and other drawings may be obtained according to these drawings without inventive effort for a person skilled in the art.
Fig. 1 is a flowchart of a method for determining question and answer information provided in an embodiment of the present application;
fig. 2 is a schematic diagram of a device for determining question and answer information according to an embodiment of the present application.
Detailed Description
In order to better understand the solution provided by the embodiments of the present application, before describing the method provided by the embodiments of the present application, a scenario of application of the solution of the embodiments of the present application is described.
The working mode of the seat staff of the bank is that after receiving the incoming line of the client, the document library is directly searched according to the question description of the incoming line client, answers returned by the search are screened, and the result is returned to the client after the correct question and answer information is found. However, the mode of screening the question and answer information by the seat staff has certain defects, on one hand, the seat staff only performs question retrieval aiming at the description of the client, and the searched answer is easy to be inaccurate; on the other hand, the operator may lack focus on the popular documents, so that the operator can search answers for too long, and further the search waiting time of the client is long, which affects the working efficiency of the bank operator and the use experience of the client.
In order to solve the above technical problems, an embodiment of the present application provides a method for determining question-answer information, where the method is applied to a question-answer system of a bank agent, and the method includes: obtaining an incoming line channel corresponding to a target client and identity information of the target client; determining a plurality of question-answer information items matched with the incoming line channel of the target client and the identity information of the target client in a preset information comparison table; determining a first question-answer information item matched with the input question from a plurality of question-answer information items according to the input question of the target client; displaying a first question-answer information item, and identifying a target question-answer information item determined by the agent in the first question-answer information item; and sending the output document information corresponding to the target question-answer information item to the target client.
The method provided by the embodiment of the invention can be used for pre-screening the question and answer information twice through the information in different aspects, so that the question and answer information which is partially interfered to the seat personnel is eliminated, the accuracy of the target question and answer information determined by the seat personnel is improved, the retrieval efficiency of the seat personnel is improved, and the use experience of a customer is improved.
In order to make the above objects, features and advantages of the present application more comprehensible, embodiments accompanied with figures and detailed description are described in further detail below.
Referring to fig. 1, the flowchart of a method for determining question-answer information according to an embodiment of the present application is shown.
The method is applied to a question and answer system of a bank agent, and as shown in fig. 1, the method for determining question and answer information provided by the embodiment of the application comprises the following steps:
s101: and obtaining the incoming line channel corresponding to the target client and the identity information of the target client.
S102: and determining a plurality of question-answer information items matched with the incoming line channel of the target client and the identity information of the target client in a preset information comparison table.
S103: according to the input questions of the target clients, a first question-answer information item matched with the input questions is determined in the multiple question-answer information items.
S104: the first question-answer information item is displayed, and a target question-answer information item determined by the agent in the first question-answer information item is identified.
S105: and sending the output document information corresponding to the target question-answer information item to the target client.
It should be noted that, the question and answer information item in the embodiment of the present application may include incoming line channel information, pre-service information, input question information, and output document information. The pre-business information generally indicates pre-business handled by the client for which the question-answer information matches. For example, the incoming line channel in the question and answer information can be telephone banking, the front-end service information can be information card transacted by the customer, the input problem can be how the credit card is activated, and the output document can be "credit card usage guide. Doc". According to the method and the device for processing the information of the service information, a plurality of question-answer information items, of which the incoming line channel information is matched with the incoming line channel of the target client and the front-end service information is matched with the identity information of the target client, can be determined in the preset information comparison table.
The question and answer information items in the preset information comparison table in the embodiment of the application can be generated according to the historical question and answer records. As a possible implementation manner, the simulation data generation can be performed on the preset information comparison table in a mode of simulating clicking, and the specific method is as follows: firstly, acquiring question and answer standard documents of existing search histories in the search histories. The question-answer standard document contains questions possibly existing by various clients and standard answers set by banks. In practical application, the questions corresponding to the titles can be generated based on the titles of each level in each document, and the questions can be filled into the input questions. In the embodiment of the application, a confidence interval may also be set for the input problem. The questions with the similarity to the input questions within the confidence interval can be set as the similar questions of the input questions and added to the input questions. And directly copying the incoming line channel, the front service information and the like, establishing a link relation between the simulated record and the existing document record, and generating a question-answer information item.
In practical application, an area with a specific size can be set in the memory of the search server as a search comparison table area, and information in a preset information comparison table is stored in the area. And calculating the size of the residual space in the memory area, removing the existing retrieval history information and the existing document expansion information, calculating the size of the residual record, sorting the documents in the document library according to the use frequency, extracting the documents with the previous sorting, and sequentially filling the extracted documents into a preset information comparison table. Filling the incoming line channel according to the application condition of the document, filling the front-end service information in a mode of extracting and filling keywords of the document or each level of title, generating corresponding questions according to the document or each level of title, filling the questions into element items in an input preset information comparison table, and generating question-answer information items.
As a possible implementation manner, if the embodiment of the present application displays the first question-answer information item, when it is identified that the operation of the seat person indicates that the target question-answer information item does not exist in the first question-answer information item, it may determine, in the preset information comparison table, a second question-answer information item that matches the input question and is not included in the first question-answer information item; the second question-answer information items are displayed, and target question-answer information items determined by the agent in the second question-answer information items are identified.
In practical applications, a target client may ask multiple questions in one incoming line question-answer. The preset information comparison table in the embodiment of the application can also store the state of the question-answer information item in one incoming line question-answer. For example, the status of the question-answer information item stored in the preset information comparison table may be marked as "0" before the question-answer starts. However, after the question-answer information item stored in the preset information comparison table is selected as the target question-answer information, the state of the target question-answer information may be marked as "1". Thus, the agent can know whether the document information corresponding to the question-answer information item is returned to the client in the question-answer through the state of the question-answer information item, so that the agent is prevented from repeatedly returning the same document information.
As a possible implementation manner, after determining the target question-answer information item from the first question-answer information items, the embodiment of the application may further determine information items other than the target question-answer information item in the first question-answer information item as information items to be processed; and combining and displaying the associated information items in the information items to be processed. As an example, if the states of the question-answer information items in the first question-answer information item are all "0", the link relation of the question-answer information may be queried first, and if the link relation is not null, the question-answer information item and the information item associated with the question-answer information item are combined. Then, a new input question-answer information item of the seat operator is acquired, and is filled into the input question-answer information item corresponding to the problem. Meanwhile, the embodiment of the application can combine the new question-answer information item with the existing associated information item; if the link relation is empty, the current document is inserted for the first time, the document is inserted into the comparison table, and meanwhile, the link relation is built by traversing all documents with the state bit of 0 so as to update the preset information comparison table.
In summary, according to the method for determining question and answer information provided by the embodiment of the application, the question and answer information is pre-screened twice through the incoming line channel of the target client, the identity information of the target client and the input problem of the target client, so that the existing search history can be effectively applied, the question and answer information which is partially interfered to the seat personnel is eliminated, and the hit rate of the correct documents of the seat personnel is improved. Meanwhile, a comparison table is filled based on a method of simulating clicking, historical hit documents and popular documents are simulated and input, hit rate of popular documents or associated questions and answers is further improved, hit stability of repeated searching of the same or similar problems is enhanced, accuracy of target question and answer information determined by an agent is improved, agent retrieval efficiency is improved, and use experience of a client is improved.
According to the method for determining the question and answer information, the embodiment of the application also provides a device for determining the question and answer information. The device for determining the question and answer information is applied to a question and answer system of a bank seat operator.
Referring to fig. 2, the diagram is a schematic diagram of a device for determining question-answer information provided in an embodiment of the present application.
As shown in fig. 2, the apparatus includes:
the obtaining module 100 is configured to obtain an incoming line channel corresponding to a target client and identity information of the target client;
a first determining module 200, configured to determine, in a preset information comparison table, a plurality of question-answer information items that match with the incoming line channel of the target client and the identity information of the target client;
a second determining module 300 for determining a first question-answer information item matching the input question among the plurality of question-answer information items according to the input question of the target client;
a first display module 400 for displaying the first question-answer information items and identifying target question-answer information items determined by the agent in the first question-answer information items;
and the sending module 500 is used for sending the output document information corresponding to the target question-answer information item to the target client.
As a possible implementation manner, the question-answer information items in the embodiments of the present application include incoming line channel information, pre-service information, input question information and output document information; the pre-service information indicates pre-services handled by clients for which the question-answer information matches.
As a possible implementation manner, the first determining module in the embodiment of the present application is specifically configured to: and determining a plurality of question-answer information items, of which the incoming line channel information is matched with the incoming line channel of the target client and the preposed service information is matched with the identity information of the target client, in a preset information comparison table.
As a possible implementation manner, the third confirmation module in the apparatus for determining question and answer information in the embodiment of the present application is configured to determine, when it is identified that the operation of the seat operator indicates that the target question and answer information item does not exist in the first question and answer information item, a second question and answer information item that matches the input question and is not included in the first question and answer information item in the preset information comparison table; and the second display module is used for displaying the second question-answer information items and identifying target question-answer information items determined by the seat staff in the second question-answer information items.
In summary, according to the question and answer information determining device provided by the embodiment of the application, the question and answer information is pre-screened twice through the incoming line channel of the target client, the identity information of the target client and the input problem of the target client, so that the existing search history can be effectively applied, the question and answer information which is partially interfered to the seat personnel is eliminated, and the hit rate of the correct documents of the seat personnel is improved. Meanwhile, a comparison table is filled based on a method of simulating clicking, historical hit documents and popular documents are simulated and input, hit rate of popular documents or associated questions and answers is further improved, hit stability of repeated searching of the same or similar problems is enhanced, accuracy of target question and answer information determined by an agent is improved, agent retrieval efficiency is improved, and use experience of a client is improved.
From the above description of embodiments, it will be apparent to those skilled in the art that all or part of the steps of the above described example methods may be implemented in software plus necessary general purpose hardware platforms. Based on such understanding, the technical solutions of the present application may be embodied essentially or in a part contributing to the prior art in the form of a software product, which may be stored in a storage medium, such as a ROM/RAM, a magnetic disk, an optical disk, etc., including several instructions to cause a computer device (which may be a personal computer, a server, or a network communication device such as a media gateway, etc.) to perform the methods described in the embodiments or some parts of the embodiments of the present application.
It should be noted that, in the present description, each embodiment is described in a progressive manner, and each embodiment is mainly described in a different manner from other embodiments, and identical and similar parts between the embodiments are all enough to refer to each other. For the method disclosed in the embodiment, since it corresponds to the system disclosed in the embodiment, the description is relatively simple, and the relevant points refer to the system part.
It should also be noted that, in this document, the terms "comprises," "comprising," or any other variation thereof, are intended to cover a non-exclusive inclusion, such that a process, method, article, or apparatus that comprises a list of elements does not include only those elements but may include other elements not expressly listed or inherent to such process, method, article, or apparatus. Without further limitation, an element defined by the phrase "comprising one … …" does not exclude the presence of other like elements in a process, method, article, or apparatus that comprises the element.
The foregoing description of the disclosed embodiments, as well as many modifications to those embodiments to enable any person skilled in the art to make or use the disclosure, will be readily apparent to those of ordinary skill in the art, and the generic principles defined herein may be applied to other embodiments without departing from the spirit or scope of the disclosure. Thus, the present application is not intended to be limited to the embodiments shown herein but is to be accorded the widest scope consistent with the principles and novel features disclosed herein.
It should be noted that the method and the device for determining question-answer information provided by the invention can be used in the artificial intelligence field, the blockchain field, the distributed field, the cloud computing field, the big data field, the internet of things field, the mobile interconnection field, the network security field, the chip field, the virtual reality field, the augmented reality field, the holographic technical field, the quantum computing field, the quantum communication field, the quantum measurement field, the digital twin field or the financial field. The foregoing is merely an example, and the application fields of the method and the device for determining question and answer information provided by the present invention are not limited.
Claims (10)
1. A method for determining question-answering information, the method being applied to a question-answering system of a bank agent, the method comprising:
obtaining a wire inlet channel corresponding to a target client and identity information of the target client;
determining a plurality of question-answer information items matched with the incoming line channel and the identity information in a preset information comparison table;
determining a first question-answer information item matched with the input question from the multiple question-answer information items according to the input question of the target client;
displaying the first question-answer information item, and identifying a target question-answer information item determined by an agent in the first question-answer information item;
and sending the output document information corresponding to the target question-answer information item to the target client.
2. The method of claim 1, wherein the question-answer information item includes incoming line channel information, pre-service information, input question information, and output document information; the prepositive service information indicates the prepositive service handled by the client matched with the question-answer information.
3. The method according to claim 2, wherein determining a plurality of question-answer information items matching the incoming line channel and the identity information in a preset information comparison table includes:
and determining a plurality of question-answer information items, of which the incoming line channel information is matched with the incoming line channel of the target client and the preposed service information is matched with the identity information of the target client, in a preset information comparison table.
4. The method of claim 1, wherein the question-answer information items in the preset information lookup table are generated based on a historical question-answer record.
5. The method as recited in claim 1, further comprising:
when the operation of the seat operator is identified to indicate that no target question-answer information item exists in the first question-answer information items, determining a second question-answer information item which is matched with the input problem and is not contained in the first question-answer information items in a preset information comparison table;
and displaying the second question-answer information item, and identifying a target question-answer information item determined by the agent in the second question-answer information item.
6. The method as recited in claim 1, further comprising:
determining information items except for the target question-answer information item in the first question-answer information item as information items to be processed;
and combining and displaying the associated information items in the information items to be processed.
7. A device for determining question-answer information, the device being applied to a question-answer system of a bank agent, the device comprising:
the acquisition module is used for acquiring the incoming line channel corresponding to the target client and the identity information of the target client;
the first determining module is used for determining a plurality of question-answer information items matched with the incoming line channel and the identity information in a preset information comparison table;
a second determining module, configured to determine, according to an input question of the target client, a first question-answer information item that matches the input question from among the plurality of question-answer information items;
the first display module is used for displaying the first question-answer information item and identifying a target question-answer information item determined by an agent in the first question-answer information item;
and the sending module is used for sending the output document information corresponding to the target question-answer information item to the target client.
8. The apparatus of claim 7, wherein the question-answer information item includes incoming line channel information, pre-service information, input question information, and output document information; the pre-arranged business information indicates pre-arranged business handled by clients matched with the question-answer information items.
9. The apparatus of claim 8, wherein the first determining module is specifically configured to:
and determining a plurality of question-answer information items, of which the incoming line channel information is matched with the incoming line channel of the target client and the preposed service information is matched with the identity information of the target client, in a preset information comparison table.
10. The apparatus as recited in claim 7, further comprising:
a third confirmation module, configured to determine, when it is recognized that the operation of the seat operator indicates that no target question-answer information item exists in the first question-answer information item, a second question-answer information item that matches the input question and is not included in the first question-answer information item in a preset information comparison table;
and the second display module is used for displaying the second question-answer information items and identifying target question-answer information items determined by the seat staff in the second question-answer information items.
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| Publication number | Priority date | Publication date | Assignee | Title |
|---|---|---|---|---|
| CN116466829A (en) * | 2023-06-20 | 2023-07-21 | 深圳市人马互动科技有限公司 | Response information determining method, server and related equipment |
-
2023
- 2023-04-24 CN CN202310447817.2A patent/CN116226354A/en active Pending
Cited By (2)
| Publication number | Priority date | Publication date | Assignee | Title |
|---|---|---|---|---|
| CN116466829A (en) * | 2023-06-20 | 2023-07-21 | 深圳市人马互动科技有限公司 | Response information determining method, server and related equipment |
| CN116466829B (en) * | 2023-06-20 | 2023-10-20 | 深圳市人马互动科技有限公司 | Response information determining method, server and related equipment |
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