CN102368246A - Automatic-answer robot system - Google Patents
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- CN102368246A CN102368246A CN201110273410XA CN201110273410A CN102368246A CN 102368246 A CN102368246 A CN 102368246A CN 201110273410X A CN201110273410X A CN 201110273410XA CN 201110273410 A CN201110273410 A CN 201110273410A CN 102368246 A CN102368246 A CN 102368246A
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Abstract
The invention discloses an automatic-answer robot system. The system comprises an information acquisition module, a data control module and an answer operating module, wherein the information acquisition module is used for acquiring the information input by a user from the outside environment; the data control module is used for storing and calling the input information, executing answer logical control, displaying information control conditions and generating answer information according to the user input and/or the context of dialogue, wherein the answer information comprises answer content and prompt message; and the answer operating module is used for feeding back the information processed by the data control module to the user. With the automatic-answer robot system, work load of compiling an answer knowledge base can be reduced, a lot of computing storage space can be saved, and the answer request of the user can be positioned quickly and conveniently, so that corresponding requirements of the user are realized.
Description
Technical field
The present invention relates to automatic chatting, call out, reply the field, particularly relate to a kind of auto answer robot system.
Background technology
The shortcoming that present chat robots exists is apparent in view.
Knowledge base is huge, and the development amount is big.Because human natural language is semantic very abundant, expression way is flexible, and synonym, near synonym are many especially, and the meaning of a word of user possibly used tens different expression.It is very difficult that computing machine will be discerned its semanteme more accurately.The main employing of existing technology enlarges the sentence formula in the knowledge base as far as possible, the mode in synonym near synonym storehouse goes to cover the method for all user's inputs.This just requires the knowledge base of software robot very huge ability to exchange with the user normally, thereby causes that knowledge base is huge, cost of development increases and it is reliable to guarantee to reply.
Information search and data matching method are too single.Replying replying of knowledge base need find from reply all problem projects of knowledge base in the logic with the user and import of coupling.The most problem full text contents that require the input anticipation of existing matching process data can be assisted the form with asterisk wildcard at most.The method of coupling is too single, can't dealing with complicated mate requirement, and this also is to cause knowledge base huge, one of reason that the development amount is big.
Context dialogue that can't dealing with complicated.It is context-sensitive using the natural language chat, calculates a word that reply content can not only rely on the active user to import, but the conversation content before also will considering, if the affirmation that also should ask a question of uncertain place is arranged.For example: the user says " I want 1M ", has only context is considered that program could judges be " wanting the 1M rope " or " wanting the 1M iron wire " in the computational logic.So existing knowledge base search technique can't be handled this problem; Reply the knowledge base technology and can in the data manipulation element, write down some contextual informations; But because its data structure is too loose; Can not handle for context strong structural support is provided, so the data organization of knowledge base can be very complicated.
The service request processing capacity can't be provided.Talking with and replying is an aspect of chat robots function, and even more important function is that the requirement chat robots can carry out various data manipulations (storehouse for example reads and writes data) according to user's requirement in dialog procedure.Existing chat robots can't provide the authentic data operating function, thereby can not be used for the service request processing.
Existing chat robots does not have the process control ability; The automatic chatting robot dialogue of intelligence should be a complete process; Link up clear something; Perhaps a kind of demand often need be passed through for several times reciprocal enquirement and replied, and existing chat robots technology does not all guide the ability of dialog procedure and conversation object.
Existing chat robots of while, the user is operating difficulties in use.Adopt existing technology,, have only when the content of user's read statement and knowledge base matched, just answer can be provided having relatively high expectations of user input.Problem for not answering is generally all pointed out " can't answer ", causes the user to use difficulty like this.
The data search workload is huge, needs the whole knowledge base of traversal, and the calculated amount of matching operation is big.And the user is in the search new data, and database needs traversal again again, has caused the user to ask to wait for time-delay, influences searching request, uses extremely inconvenience.
Summary of the invention
For addressing the above problem, it is interactive voice response system that auto answer robot system provided by the invention, this system have been used for reference IVR (Interactive Voice Response), and it belongs to a kind of powerful phone automatic service system.It is according to the flow file of customization, with the system that the voice of prerecording or TTS text-to-speech technology is synthetic carry out auto answer, a kind of function of carrying out menu navigation for the client is provided, and mainly uses in the call center system.IVR also sends the information how next step operates to the user when replying the current enquirement of user, native system has been used for reference this method.
A kind of auto answer robot system is characterized in that, comprising:
The information acquisition module is used for obtaining the information that the user imports from external environment condition;
The Data Control module is used for logic control, display message control situation are stored, call, replied to the information of input, and generates response message according to the context of user's input and/or dialogue, and response message comprises answers content and information;
The response operation module is used for giving the user through the information feedback after the Data Control resume module.
Said auto answer robot system is characterized in that, information is used to point out the corresponding specific respectively business and the consultation information of information of next step information that can import of user and input.
Said auto answer robot system is characterized in that, the Data Control module also comprises:
Reply Logic control module, be used for the information of user's input is carried out operational analysis;
Load-on module; Be used to read the appointment flow processing logical file that memory module is sent; Merging between the realization flow processing logic file, quote each other and be connected; In system start-up, generate decision flow diagram or decision process tree, and data result is sent to memory module according to the flow processing logical file;
Memory module is used to store control and replys the flow processing logical file of Logic control module and generate decision flow diagram or decision process tree, stores content and the order of dialogue in the whole dialog procedures of user simultaneously, sends and replys Logic control module.
Said auto answer robot system is characterized in that, also comprises: display module is used for showing decision flow diagram or decision process tree compute mode through visual means in the operation of auto answer robot.
Said auto answer robot system is characterized in that, replys Logic control module, is used for replying based on the content driven that the decision flow diagram or the decision process of memory module are set the computing of Logic control module.
Said auto answer robot system is characterized in that, replys Logic control module; Be used for to the current institute of user input information; Behind the decision flow diagram in the memory module or decision process tree data operation, obtain answering content, and will answer content and send to the response operation module.
Said auto answer robot system; It is characterized in that; Replying Logic control module is used for to the current institute of user input information; Realize directly calling the interface function of external dynamic library file and/or realize inside and outside data manipulation according to decision flow diagram in the memory module or decision process tree, information is sent to the response operation module.
Said auto answer robot system is characterized in that, replys Logic control module and is used for to the current institute of user input information, according to decision flow diagram in the memory module or decision process tree, generates information.
Said auto answer robot system is characterized in that, replys the operational analysis of carrying out described in the Logic control module and uses regular expression.
Said auto answer robot system is characterized in that, replys Logic control module, is used for the user and can gets back to this corresponding back and re-enter.
The invention has the beneficial effects as follows the auto answer robot of the application of the invention; Do not need huge knowledge base content, thereby saved cost of development, practiced thrift storage resources yet for the user; And; The context dialogue mode of operating specification, convenient, flexible, easy to operate for the method for the coupling of the search of information and data.The present invention simultaneously has the process control ability, simplifies the user and imports identification, matching operation, has improved and has replied the accuracy that user view is understood by robot.Than IVR, the present invention can realize the interactive responses of multiple digital contents such as text, picture, video again.Thereby effective help has been played in the digital service development for current, and user's demand is met.
Description of drawings
Fig. 1 is an auto answer robot system block diagram of the present invention;
Fig. 2 is the decision flow diagram in the memory module of the present invention;
Fig. 3 replys the Logic control module workflow diagram for the present invention;
Fig. 4 is a specific embodiment of the invention decision flow diagram;
Fig. 5 is a specific embodiment of the invention decision flow diagram;
Fig. 6 is a specific embodiment of the invention flow chart of steps.
Embodiment
In order to make the object of the invention, technical scheme and advantage more explicit,, auto answer of the present invention robot is further elaborated below in conjunction with accompanying drawing and embodiment.
Fig. 1 is an auto answer robot system block diagram of the present invention, comprising:
The information acquisition module is used for obtaining the information that the user imports from external environment condition;
Further, the information of user's input comprises: text message, video data information, audio-frequency information, pictorial information etc.;
Further, the user connects the auto answer robot system through external MSN, for example: QQ, MSN, Ali Wang Wang, website online customer service system, perhaps Fetion etc. connects;
Further, the information acquisition module also comprises: be used for obtaining user's input from external environment condition, it will monitor communication tool, when the client makes a call be, this module will be extracted user's input from external environment condition; The Data Control module is used for logic control is stored, calls, replied to the information of input, and shows the control situation of replying;
Further, reply Logic control module, be used for the information of user's input is carried out operational analysis;
Further; The Data Control module comprises: memory module, be used to store the flow processing logical file that Logic control module is replied in control, and store content and the order of dialogue in the whole dialog procedures of user simultaneously; Logic control module is replied in transmission; Memory module adopts decision flow diagram, decision process tree to describe and reply logic, with scheme, each laminar flow journey processing node of tree construction display systems, as shown in Figure 2;
Said nodal information comprises: node index number (ID), problem answers, data manipulation, current state;
Side information comprises: limit index number (ID), the prompting of problem coupling, problem matching condition, current state, front nodal point, posterior nodal point;
Wherein, a start node is arranged, start node is not introduced the limit, only draws the limit;
Wherein, whether the text message for user's input meets the requirement of information in order to judge input information, adopts regular expression to describe the method for problem match information condition; (regular expression (regular expression) is exactly to describe a characteristic with one " character string ", goes then to verify whether another " character string " meets this characteristic.For example: the characteristic that expression formula " ab+ " is described is " one ' a ' and any ' b ' ", so ' ab ', ' abb ', ' abbbbbbbbbb ' meet this characteristic.)
The regular expression of coupling Chinese character: [u4e00-];
Obtain the date regular expression: d{4} [year |-|] d{ [month |-|] d{ day,, can be used to mate most of date information;
Coupling double-byte characters (comprising Chinese character): [x00-], can be used for the length (a double-byte characters length gauge 2, ascii character meter 1) of calculating character string;
The regular expression of coupling blank line: n, can be used for deleting blank line;
The regular expression of coupling HTML mark:<(S*?) [^>] *>.*?</>|<.*? />
The regular expression of coupling Email address:
\w+([-+.]\w+)*\w+([-.]\w+)*\.\w+([-.]\w+)*；
The regular expression of matching web site URL: [a-zA-z]+: // [s] *;
Coupling domestic call number: d{4}-, matched form such as 0511-4405222 or 021-87888822;
Coupling Tencent QQ number: [1-9] [0-9] {4, }, Tencent QQ is number since 10000;
Coupling China Post coding: [1-9] d (? D);
The coupling I.D.: d{17} [d|X] | d{15};
Coupling ip address:
((2[0-4]\d|25[0-5]|[01]?\d\d?)\.){3}(2[0-4]\d|25[0-5]|[01]?\d\d?)；
Notes and commentary: useful when extracting the ip address;
Coupling optional network specific digit: ^ [1-9] d*$ CAT[N coupling positive integer regular expression can be used for;
Said nodal information data, the side information data can be changed each other.
Further, the Data Control module comprises: reply Logic control module, adopt based on the method for decision flow diagram in the memory module and/or decision process tree driving automatic answering system and calculate the auto answer result.；
Reply Logic control module, be used to generate information, information is after the content of the current institute of user input information is analyzed, and next step can import what content and input content respectively corresponding those specific business and consultation informations the prompting user.For example: " the webpage URL of input trade name or commodity ", perhaps " input 1: check whether commodity are in stockit is available, input 4: the freight charges inquiry, input 0: the storekeeper is artificial to be answered ";
Reply Logic control module, be used to generate response message.To the current institute of user input information,, behind predefined script grammer realization data operation, obtain response message, and information is sent to the response operation module according to decision flow diagram in the memory module or decision process tree;
Reply Logic control module; Be used for to the current institute of user input information; According to decision flow diagram in the memory module or decision process tree; Directly call the interface function realization data operation of external dynamic library file according to predefined script grammer realization after, information is sent to the response operation module;
Further, the Data Control module comprises: the response operation module is used for outputing to external environment condition and feeding back to the user replying data message after the Logic control module computing;
Further; The Data Control module comprises: load-on module; Be used to read the appointment flow processing logical file that memory module is sent; Merging between the realization flow processing logic file, quote each other and be connected, in system start-up, generate decision flow diagram or decision process tree, and data result is sent to memory module according to the flow processing logical file;
Further, the Data Control module comprises: display module is used for showing decision flow diagram or decision process tree compute mode through visual means in the operation of auto answer robot.
The response operation module is used for feeding back to the user with through the information after the Data Control resume module;
Further, reply Logic control module, be used for replying the computing of Logic control module based on the content driven that the decision flow diagram or the decision process of memory module are set.
Fig. 3 replys the Logic control module workflow diagram for the present invention, and replys the computing of Logic control module based on the content driven of decision flow diagram in the memory module or decision process tree.Its job step is:
Step 301 starts and replys robot, begins to reply preparation;
Step 302, the user sends to robot with information through chat tool, and information acquisition module 100 is monitored chat tool, obtains user's input from external environment condition, sends to and replys Logic control module 201;
Step 303 is replied Logic control module 201 according to the decision flow diagram in the storage unit 202, the start node of decision flow diagram is recorded as the present node (CurNode) of computing; With the problem answers in the present node information as answering content; Find out all set B from the limit of this node b1, b2 ... Bn} merges into information with the problem coupling prompting of limit all side informations of set B; Response operation module 300 will answer content and information sends to the user, simultaneously relevant information is stored in the memory module 202;
Step 304; The user is according to information; Whether the information of self wanting the business of handling or wanting to seek advice from is arranged in the judgment data control module 200; The information and executing step 306 that if self want to handle professional is arranged or want to seek advice from, if the information that do not have self to want to handle professional or want seeked advice from then execution in step 305;
Step 305, the customer contact manual answering handles end dialog by the manual answering to the information that the user sends;
Step 306, the user sends to robot with the pairing customizing messages of self wanting to handle professional or that want to seek advice from through chat tool.Wherein, information format has diversity, can be text, file, data stream or specific symbol etc.;
Step 307, information acquisition module 100 input informations are monitored chat tool, when the user sends instruction, obtain user input content and send to from external environment condition and reply Logic control module 201;
Step 308 is replied Logic control module 201 according to the decision flow diagram in the storage unit 202, confirms whether user's input information meets the requirement of a step information; Promptly whether at the set B { b1 on the limit that present node sets out; B2 ... Find among the bn} one the coupling limit bi (ai1, ai2); Ai1 and ai2 are respectively starting point and the terminal point of limit bi, make user's input information meet its problem matching condition.
The execution in step 310 if user imports correct data, if incorrect, execution in step 309;
Step 309 is replied Logic control module 201, and through replying control module 300 prompting user's input information mistakes, perhaps follow-up prompts information waits for that perhaps the client sends request next time, and execution in step 306 then;
Step 310 is replied Logic control module 201 according to the decision flow diagram in the memory module 202, with the coupling limit bi in the step 308 (ai1, the new present node (CurNode) that terminal note ai2 ai2) uses as computing; Carry out the data manipulation script in the new present node information according to predefined grammer, realize accomplishing the business handling and the inside and outside data manipulation of client's appointment; With the problem answers in the present node information as answering content; Find out all set B from the limit of this node b1, b2 ... Bn} points out the information of merging into next step with the problem coupling of limit all side informations of set B;
Step 311; Reply Logic control module 201 according to the decision flow diagram in the memory module in the Data Control module 200 202; Determine whether to exist corresponding further operation requirement; Be that present node is not drawn the limit, if do not exist further operation to require execution in step 313, operation requires execution in step 312 if exist further;
Step 312 is replied Logic control module 201, feeds back to the return information of user active user operation and next step information through replying control module 300, waits for next step information of user, execution in step 306;
Step 313 finishes to reply the robot dialogue.
Should be appreciated that specific embodiment described herein only in order to explanation the present invention, and be not used in qualification the present invention.
Wherein embodiment does, Zhang San sends the information inquiry statement;
Robot sends corresponding data through the information acquisition module and replys Logic control module, from memory module, calls data then, replys Logic control module analysis;
Reply Logic control module through regular expression anolytic sentence content;
For example: reply instance: the instance whether auto answer money commodity are in stockit is available:
We list user's input of whole dialogue earlier and reply, and then specify operational scheme
The 1st dialogue:
User's input: you are good!
Auto answer: hello, and I am boss's ecommerce assistant, and do I have anything can help yours?
Input 1: check whether commodity are in stockit is available,
Input 4: the freight charges inquiry,
Input 0: the storekeeper is artificial to be answered,
Input bye: end dialog.
The 2nd dialogue:
User's input: 1
Auto answer: please import following numeral, get into correlation function,
1, trade name,
2, the webpage URL of commodity,
3, picture browsing,
4, video tour.
The 3rd dialogue:
User's input: Korea S
Auto answer: below be your optional commodity
Please select style.
The 4th dialogue
User's input: green
Auto answer: below be your optional commodity
Please select size.
The 5th dialogue
User's input: 75-85
Auto answer: below be your optional commodity
More than be your optional commodity.
Importing # number restarts
Input bye end dialog.
The 6th dialogue
User: bye
Auto answer: thank you for coming, welcomes to come again.
Below we are that control flow is replied in example explanation with the 1st, 2 dialogue
The 1st dialogue
Reply the information of Logic control module 201 according to input, the present node of searching the decision flow diagram record computing in the memory module 202 is the start node of decision flow diagram, i.e. Fig. 4 node 1 (CurNode=Nodel)
Reply the business handling and the inside and outside data manipulation of the data manipulation script completion client appointment in Logic control module 201 XMs 1 information; " hello, and I am boss's ecommerce assistant, I have anything can help yours? with the problem answers in node 1 information " As answering content
Reply Logic control module 201 and find out all set B { (1,3), (1,4), (1,6), (1,16) }, the problem coupling prompting of limit all side informations of set B is merged into next step information from the limit of node 1:
" input 1 checks whether commodity are in stockit is available,
Import the inquiry of 4 freight charges,
Import the artificial answer of 0 storekeeper,
Input bye end dialog.”
Reply Logic control module 201 and generate occurrence destination locations and information, in display module 204, show occurrence destination locations and information simultaneously, shown in the graphical show state of Fig. 4 with patterned mode according to the coupling project.
Step s501, response operation module 300 will answer content and information sends to the user, gets into the 2nd time and replys;
Step s502, the user imports " 1 ", and information acquisition module 100 is monitored chat tool, obtains user's input from external environment condition, sends to and replys Logic control module 201;
Whether step s503 replys Logic control module 201 according to the decision flow diagram in the storage unit 202, and the input information of confirming the user meets the requirement of a step information, promptly in the set B { (1 on the limit that present node 0 sets out; 3), (1,4), (1; 6), (1,16) } in find one the coupling limit (1; 4), 1 and 4 are respectively the starting point and the terminal point on limit, make user's input information meet the problem matching condition in its side information
Step s504 searches decision flow diagram in the memory module 202, the new present node (CurNode) that the terminal note node 3 on the coupling limit (1,3) among the step s503 is used as computing, i.e. CurNode=Node4;
Step s505 replys Logic control module 201 decision flow diagrams, according to the data manipulation script in predefined grammer XM 3 information, realizes accomplishing the business handling and the inside and outside data manipulation of client's appointment; Problem answers in node 4 information " please be imported following numeral, got into correlation function " as answering content;
Step s506 replys Logic control module 201 and finds out all set B from the limit of this node { (3,7), (3,12), (3,13), (3,14) }, the problem coupling prompting of limit all side informations of set B is merged into next step information:
1, trade name,
2, the webpage URL of commodity,
3, picture browsing,
4, video tour.
Replying in the Logic control module 201 user can get back to this corresponding back and re-enter.
Step s507 replys Logic control module 201 according to the coupling item location and the information that generate, in display module 204, shows occurrence destination locations and information with patterned mode simultaneously, and is as shown in Figure 5.
Step s508, response operation module 300 will answer content and information sends to the user, gets into the 3rd time and replys.Above-mentioned steps is as shown in Figure 6.
Can see beneficial effect of the present invention through above-mentioned instance:
1) simplifies huge knowledge base
Save cost of development, simplify the user simultaneously and import identification, matching operation, improved the accuracy that the auto answer machine is understood user view.
The present invention is when replying active user's information; Give problem coupling information, in the 1st dialogue, the user imports " you are good "; " hello; I am boss's ecommerce assistant, I have anything can help yours? except replying in the auto answer robot " Outside, the problem that gives next step is mated information:
Import the inquiry of 4 freight charges,
Import the artificial answer of 0 storekeeper,
Input bye end dialog.
Thereby next step information how to import of prompting user is the compliance problem matching condition more.So just need not enlarge knowledge base goes to cover the possible input of all users, and this just can simplify knowledge base greatly, saves cost of development and guarantee to reply reliable.
2) matching way is convenient flexibly
Just do not mate simple numerical or symbol, can matched text, multiple input such as file, document flow.Talk with as the 2-3 time in the 1st instance: auto answer can receive " picture browsing, video tour ".
3) has the process control ability
Shown in instance 3, in the whole dialogue, the user imports relevant information successively under the guiding clearly of auto answer, finally reach conversation object
4) complicated data manipulation function is provided
Data manipulation is except adopting regular expression; Can also be according to predefined grammer; Edit script, when running to current script in the automatic chatting robot, script can be realized inside and outside data manipulation (as the storehouse that reads and writes data, file read-write, variable assignments etc.) through following method.
And, can directly realize data manipulation according to predefined grammer, directly call the interface function of external dynamic library file (* .dll file) and realize data manipulation.
In conjunction with the drawings to the description of the specific embodiment of the invention, others of the present invention and characteristic are conspicuous to those skilled in the art.
More than specific embodiment of the present invention is described and explains it is exemplary that these embodiment should be considered to it, and be not used in and limit the invention, the present invention should make an explanation according to appended claim.
Claims (10)
1. an auto answer robot system is characterized in that, comprising:
The information acquisition module is used for obtaining the information that the user imports from external environment condition;
The Data Control module is used for logic control, display message control situation are stored, call, replied to the information of input, and generates response message according to the context of user's input and/or dialogue, and response message comprises answers content and information;
The response operation module is used for giving the user through the information feedback after the Data Control resume module.
2. auto answer robot system according to claim 1 is characterized in that, information is used to point out the corresponding specific respectively business and the consultation information of information of next step information that can import of user and input.
3. auto answer robot system according to claim 1 is characterized in that, the Data Control module also comprises:
Reply Logic control module, be used for the information of user's input is carried out operational analysis;
Load-on module; Be used to read the appointment flow processing logical file that memory module is sent; Merging between the realization flow processing logic file, quote each other and be connected; In system start-up, generate decision flow diagram or decision process tree, and data result is sent to memory module according to the flow processing logical file;
Memory module is used to store control and replys the flow processing logical file of Logic control module and generate decision flow diagram or decision process tree, stores content and the order of dialogue in the whole dialog procedures of user simultaneously, sends and replys Logic control module.
4. like the said auto answer robot system of claim 3, it is characterized in that, also comprise: display module is used for showing decision flow diagram or decision process tree compute mode through visual means in the operation of auto answer robot.
5. like the said auto answer robot system of claim 3, it is characterized in that, reply Logic control module, be used for replying the computing of Logic control module based on the content driven that the decision flow diagram or the decision process of memory module are set.
6. like the said auto answer robot system of claim 3; It is characterized in that; Reply Logic control module, be used for, behind decision flow diagram in the memory module or decision process tree data operation to the current institute of user input information; Obtain answering content, and will answer content and send to the response operation module.
7. like the said auto answer robot system of claim 3; It is characterized in that; Replying Logic control module is used for to the current institute of user input information; Realize directly calling the interface function of external dynamic library file and/or realize inside and outside data manipulation according to decision flow diagram in the memory module or decision process tree, information is sent to the response operation module.
8. like the said auto answer robot system of claim 3, it is characterized in that, reply Logic control module and be used for,, generate information according to decision flow diagram in the memory module or decision process tree to the current institute of user input information.
9. like the said auto answer robot system of claim 4, it is characterized in that, reply the operational analysis of carrying out described in the Logic control module and use regular expression.
10. like the said auto answer robot system of claim 4, it is characterized in that, reply Logic control module, be used for the user and can get back to this corresponding back and re-enter.
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| WO2021093755A1 (en) * | 2019-11-14 | 2021-05-20 | 华为技术有限公司 | Matching method and apparatus for questions, and reply method and apparatus for questions |
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