WO2018121759A1

WO2018121759A1 - Intelligent question and answer method and system

Info

Publication number: WO2018121759A1
Application number: PCT/CN2017/120041
Authority: WO
Inventors: 熊友军; 胡贵; 粟德森
Original assignee: 深圳市优必选科技有限公司
Priority date: 2016-12-31
Filing date: 2017-12-29
Publication date: 2018-07-05
Also published as: CN106844558A

Abstract

Disclosed is an intelligent question and answer method, comprising: a local server receives a question and a keyword corresponding to the question sent by a message server end; the local server looks up whether it stores an answer corresponding to the question, and if yes, sends the corresponding answer to the message server end; if the local server does not store the answer corresponding to the question, the message server end sends the question and the keyword corresponding to the question to a database server; the database server looks up whether it stores the answer corresponding to the question, and if yes, sends the answer to the message server end and synchronizes the question and the answer to the local server. The intelligent question and answer method and system provided by embodiments of the present invention can automatically answer a question raised by a user. The local server stores questions and answers and uses a database server as a standby server, achieves a question update function, and reduces the pressure loaded by the database server.

Description

Intelligent question and answer method and system

Technical field

The invention relates to the field of intelligent voice response, in particular to a smart question answering method and system.

Background technique

At present, the smart device voice service platform system usually responds manually. When the number of questions asked by users increases, the number of manuals also increases accordingly, and the manual customer service needs to be repeatedly answered for the same questions raised by different customers, thus wasting labor and reducing efficiency. .

Summary of the invention

In order to overcome the deficiencies of the prior art, it is an object of the present invention to provide a smart question answering method and system that can automatically answer user questions and have a problem update function.

The object of the invention is achieved by the following technical solutions:

Intelligent question and answer methods, including:

The local server receives the problem sent by the message server and the keyword corresponding to the problem;

The local server searches whether an answer corresponding to the question is stored, and if so, sends a corresponding answer to the message server;

If the answer corresponding to the problem is not stored in the local server, the message server sends the problem and the keyword corresponding to the problem to the database server;

The database server looks up whether there is an answer corresponding to the question, and if so, sends the answer to the message server and synchronizes the question and answer to the local server.

Preferably, the method further includes:

If the answer corresponding to the question is not stored in the database server, the message server sends a work answer command, and the question and the person answer answer are stored in the database server.

Preferably, the local server receives the problem sent by the message server and the keyword before:

The message server receives the user question and sends the question to the word segmentation tool;

The word segmentation tool extracts the keywords and sends the keywords to the message server.

Preferably, the local server looks for whether the answer corresponding to the question is stored before:

The local server matches the received questions and keywords with the problems in the local server. If the matching is successful, the answer corresponding to the question is invoked.

Preferably, the local server is a SOLR server.

The invention also relates to a smart question answering system, comprising: a message server, a local server and a database server;

The local server is configured to receive a problem sent by the message server and a keyword corresponding to the problem;

The local server is further configured to search whether an answer corresponding to the question is stored, and if yes, send a corresponding answer to the message server;

The message server is configured to send a question and a keyword corresponding to the problem to the database server if the answer corresponding to the problem is not stored in the local server;

The database server is configured to find whether an answer corresponding to the question is stored, and if yes, send the answer to the message server and synchronize the question and the answer to the local server.

Preferably, the message server is further configured to: if the answer corresponding to the problem is not stored in the database server, send a work answer instruction, and store the answer and the answer of the person work in the database server.

Preferably, the message server further includes a word segmentation tool;

The message server is further configured to receive a user question and send the question to the word segmentation tool;

The word segmentation tool is used to extract keywords and send keywords to the message server.

Preferably, the local server is further configured to match the received question and keyword with the problem in the local server, and if the matching is successful, the answer corresponding to the question is invoked.

Preferably, the local server is a SOLR server.

Compared with the prior art, the present invention has the beneficial effects of automatically answering user questions, storing problems and answers by the local server, and using the database server as a backup, having a problem update function, and reducing the pressure on the database server load.

DRAWINGS

FIG. 1 is a flowchart of a method for intelligent question answering according to an embodiment of the present invention;

2 is a flowchart of a method for intelligent question answering according to another embodiment of the present invention;

3 is a flowchart of a smart question answering method according to another embodiment of the present invention;

4 is a flowchart of a smart question answering method according to another embodiment of the present invention;

FIG. 5 is a flowchart of a smart question answering system according to an embodiment of the present invention.

detailed description

The present invention will be further described in detail below in conjunction with the accompanying drawings and embodiments. It is understood that the specific embodiments described herein are merely illustrative of the invention and are not intended to limit the invention.

As shown in FIG. 1 , an intelligent question and answer method provided by an embodiment of the present invention includes:

Step S101: The local server receives the question sent by the message server and the keyword corresponding to the question.

Specifically, the message server receives the user's question, and sends the extracted keyword corresponding to the problem to the local server, where the common problem and the corresponding answer are pre-stored.

Step S102: The local server searches whether an answer corresponding to the question is stored, and if so, sends a corresponding answer to the message server.

Specifically, the local server searches whether the answer corresponding to the question or the keyword is stored according to the question and the keyword sent by the message server, and if there is a corresponding question and answer, sends the corresponding answer to the message server, and the message service Then the answer is fed back to the user. If there is no corresponding question and answer, the local server performs the next step.

Step S103: If the answer corresponding to the question is not stored in the local server, the message server sends the question and the keyword corresponding to the question to the database server.

Specifically, if the answer corresponding to the problem is not stored in the local server, the local server feeds back to the message server, and the message server sends the question and the keyword corresponding to the problem to the database server, and searches for an answer from the database server.

Step S104: The database server searches for whether an answer corresponding to the question is stored, and if so, sends the answer to the message server and synchronizes the question and answer to the local server.

Specifically, the database server receives the question and answer sent by the message server, searches whether the answer corresponding to the question is stored, and if so, sends the answer to the message server, and synchronizes the question and answer to the local server for use next time. If the next question is asked by the user, the answer is directly sent by the local server.

The local server pre-stores the questions and answers, and at the same time, the database server acts as a backup, shunting the questions asked by the users, reducing the database load pressure, and constantly updating the local server; searching through questions and keywords to automatically answer questions from users.

Preferably, the local server is a SOLR server. Join the SOLR service to improve the system response speed, while using the database service as a backup, most of the questions asked by users are answered in the SOLR service, and very few access to the database server, thereby reducing the pressure on the database load. At the same time, SOLR storage and database are easy to expand, support zero-work migration and expansion, thus reducing the workload when adding storage devices when the need to expand the business. The SOLR memory and the database are incrementally synchronized using the asynchronous TASK JOB method, occupying lower server resources and optimizing the synchronization strategy.

FIG. 2 is a schematic diagram of a smart question and answer method according to another embodiment of the present invention, including:

Step S201: The local server receives the problem sent by the message server and the keyword corresponding to the problem;

Step S202: The local server searches whether an answer corresponding to the question is stored, and if yes, sends a corresponding answer to the message server;

Step S203: If the answer corresponding to the problem is not stored in the local server, the message server sends the question and the keyword corresponding to the question to the database server;

Step S204: The database server searches for whether an answer corresponding to the question is stored, and if so, sends the answer to the message server and synchronizes the question and the answer to the local server.

Step S205: If the answer corresponding to the question is not stored in the database server, the message server sends a work answer command, and stores the question and the person answer answer in the database server.

Specifically, the database server searches for the answer corresponding to the question according to the question sent by the message server and the keyword corresponding to the question. If the answer corresponding to the question is not stored, the database server feeds back to the message server that the person needs to work. After the message server receives the answer, the answer is fed back to the user. On the other hand, the question and the person's work answer are updated to the database server.

Steps S201-S204 in this embodiment are the same as steps S101-S104 in the previous embodiment, and details are not described herein again.

The local server and the database server are shunted to answer questions from the user, and the questions and answers answered by the person are stored in the database server, and the local server and the database server are continuously updated to ensure the response rate of the entire system.

FIG. 3 is a schematic diagram of a smart question and answer method according to another embodiment of the present invention, including:

Step S301: The message server receives the user question and sends the question to the word segmentation tool;

Specifically, the message server receives the user question and sends the question to the word segmentation tool, and the word segmentation tool advances the keyword according to the grammar and logic, and sends the keyword to the message server.

Step S302: The local server receives the problem sent by the message server and the keyword corresponding to the problem;

Step S303: The local server searches whether an answer corresponding to the question is stored, and if yes, sends a corresponding answer to the message server;

Step S304: If the answer corresponding to the problem is not stored in the local server, the message server sends the question and the keyword corresponding to the question to the database server;

Step S305: The database server searches whether the answer corresponding to the question is stored, and if so, sends the answer to the message server and synchronizes the question and the answer to the local server.

Step S306: If the answer corresponding to the question is not stored in the database server, the message server sends a work answer command, and stores the question and the person answer answer to the database server.

Steps S302-S206 in this embodiment are the same as steps S201-S205 in the previous embodiment, and details are not described herein again.

By finding problems at the same time with keywords and keywords, the system responds faster and smarter.

FIG. 4 is a flowchart of a method for intelligent question answering according to another embodiment of the present invention, including:

Step S401: The message server receives the user question and sends the question to the word segmentation tool;

Step S402: The local server receives the problem sent by the message server and the keyword corresponding to the problem;

Step S403: The local server matches the received question and keyword with the problem in the local server, and if the matching is successful, the answer corresponding to the question is invoked.

Specifically, the local server matches the received problem and the keyword with the problem in the local server, and if the matching is successful, if the matching is successful, the local server is called to match the successful matching problem. The answer is passed to the user through the message server, and the accuracy of matching the search answer is enhanced by double matching.

Step S404: The local server searches whether an answer corresponding to the question is stored, and if yes, sends a corresponding answer to the message server;

Step S405: If the answer corresponding to the problem is not stored in the local server, the message server sends the question and the keyword corresponding to the question to the database server;

Step S406: The database server searches whether the answer corresponding to the question is stored, and if so, sends the answer to the message server and synchronizes the question and the answer to the local server.

Step S407: If the answer corresponding to the question is not stored in the database server, the message server sends a work answer command, and stores the question and the person answer answer to the database server.

Steps S401-S402 and steps S404-S407 in this embodiment are the same as steps S301-S306 in the previous embodiment, and details are not described herein again.

The similarity matching algorithm and the keyword matching algorithm are used to ensure the correctness and response rate of the data, and have advantages in various scenarios.

Further, the present invention further provides a smart question answering system. As shown in FIG. 5, an intelligent question answering system provided by an embodiment of the present invention includes: a message server 11, a local server 12, and a database server 13;

The local server 12 is configured to receive a problem sent by the message server 11 and a keyword corresponding to the problem;

The local server 12 is further configured to search whether an answer corresponding to the question is stored, and if yes, send a corresponding answer to the message server 11;

The message server 11 is configured to send a question and a keyword corresponding to the problem to the database server 13 if the answer corresponding to the question is not stored in the local server 12;

The database server 13 is configured to find whether an answer corresponding to the question is stored, and if so, send the answer to the message server 11 and synchronize the question and answer to the local server 12.

Preferably, the message server 11 is further configured to: if the answer corresponding to the question is not stored in the database server 13, the sender's work answer command is sent, and the question and the person's work answer are stored in the database server 13.

Preferably, the message server 11 further includes a word segmentation tool;

The message server 11 is further configured to receive a user question and send the question to the word segmentation tool;

The word segmentation tool is used to extract keywords and send keywords to the message server 11.

Preferably, the local server 12 is further configured to match the received questions and keywords with the questions in the local server 12. If the matching is successful, the answer corresponding to the question is invoked.

Preferably, the local server is a SOLR server.

The system in this embodiment and the method in the foregoing embodiment are based on two aspects under the same inventive concept. The method implementation process has been described in detail above, so that those skilled in the art can clearly understand the present invention according to the foregoing description. The structure and implementation process of the system in the embodiment are not described herein for the sake of brevity of the description.

It will be apparent to those skilled in the art from the above description of the embodiments that the present invention can be implemented by means of software plus a necessary general hardware platform. Based on such understanding, the technical solution of the present invention, which is essential or contributes to the prior art, may be embodied in the form of a software product, which may be stored in a storage medium such as a ROM/RAM or a disk. , an optical disk, etc., includes instructions for causing a computer device (which may be a personal computer, server, or network device, etc.) to perform the methods described in various embodiments of the present invention or portions of the embodiments.

The intelligent question answering method and system provided by the embodiments of the present invention can automatically answer user questions, the local server stores questions and answers, and uses the database server as a backup, has a problem update function, and reduces the pressure on the database server load.

Various other changes and modifications may be made by those skilled in the art in light of the above-described technical solutions and concepts, and all such changes and modifications are intended to fall within the scope of the appended claims.

Claims

The intelligent question and answer method is characterized by including:

The local server receives the problem sent by the message server and the keyword corresponding to the problem;

The local server searches whether an answer corresponding to the question is stored, and if so, sends a corresponding answer to the message server;

If the answer corresponding to the problem is not stored in the local server, the message server sends the problem and the keyword corresponding to the problem to the database server;

The database server looks up whether there is an answer corresponding to the question, and if so, sends the answer to the message server and synchronizes the question and answer to the local server.
The intelligent question and answer method according to claim 1, further comprising:

If the answer corresponding to the problem is not stored in the database server, the message server sends a work answer command, and the question and the person answer answer are stored in the database server.
The intelligent question answering method according to claim 1 or 2, wherein the local server receives the problem sent by the message server and the keyword before:

The message server receives the user question and sends the question to the word segmentation tool;

The word segmentation tool extracts the keywords and sends the keywords to the message server.
The intelligent question answering method according to claim 1, wherein the local server searches for whether an answer corresponding to the question is stored before:

The local server matches the received questions and keywords with the problems in the local server. If the matching is successful, the answer corresponding to the question is invoked.
The intelligent question answering method according to claim 1, wherein said local server is a SOLR server.
The intelligent question answering system is characterized in that it comprises: a message server, a local server and a database server;

The local server is configured to receive a problem sent by the message server and a keyword corresponding to the problem;

The local server is further configured to search whether an answer corresponding to the question is stored, and if yes, send a corresponding answer to the message server;

The message server is configured to send a question and a keyword corresponding to the problem to the database server if the answer corresponding to the problem is not stored in the local server;

The database server is configured to find whether an answer corresponding to the question is stored, and if yes, send the answer to the message server and synchronize the question and the answer to the local server.
The intelligent question answering system according to claim 6, wherein

The message server is further configured to: if the answer corresponding to the problem is not stored in the database server, send a work answer instruction, and store the answer and the answer of the person work in the database server.
The intelligent question answering system according to claim 6 or 7, wherein the message server further comprises a word segmentation tool;

The message server is further configured to receive a user question and send the question to the word segmentation tool;

The word segmentation tool is used to extract keywords and send keywords to the message server.
The intelligent question answering system according to claim 6, wherein

The local server is further configured to match the received question and keyword with the problem in the local server, and if the matching is successful, invoke the answer corresponding to the question.
The intelligent question answering system according to claim 6, wherein said local server is a SOLR server.