CN103761272A - Internet data processing method, device and system - Google Patents
Internet data processing method, device and system Download PDFInfo
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Abstract
The invention discloses an internet data processing method, device and system. The internet data processing method includes: acquiring a user data processing request; determining a request type of the user data processing request; extracting preset answering data, corresponding to the user data processing request, from a preset data bank when the request type is the automatic engine type; when no preset answering data exists in the preset data bank, submitting the user data processing request to an interactive engine and acquiring interactive answering data fed back by the interactive engine; sending the preset answering data or the interactive answering data to a user, wherein the request type includes the automatic engine type. By the aid of the internet data processing method, device and system, the problem in the prior art that a customer service system cannot process results of user data correctly is solved, and an effect of providing accurate answering information to the user is achieved.
Description
Technical field
The present invention relates to data processing field, in particular to a kind of internet data disposal route, Apparatus and system.
Background technology
Enterprise's online customer service system be enterprise on the net with the platform of its customer communication, user's on-line consulting enterprise product, buy, after sale with information such as correlative details, customer service system of the prior art needs contact staff to answer one by one according to user's enquirement, in some large enterprises, need to employ a large amount of contact staff to participate in answering customer problem, and though some contact staff of small enterprise are few, but its workload is very large, therefore enterprise's customer service needs a large amount of manpower and materials, and some problem of user's consulting has obvious repeatability, 80% user can inquire 20% common problem, so just caused the waste of human resources.
In order to address the above problem, in prior art, provide a kind of scheme that adopts machine to answer the problem of user's proposition completely, but the accuracy rate that machine is answered a question is not high, easily provides user error answer.
As from the foregoing, by contact staff, answer user a large amount of replication problem, waste of manpower resource greatly completely; And adopting machine to answer the problem that user proposes completely, accuracy rate is not high, easily provides user error answer.
The inaccurate problem of result for customer service system processes user data in prior art, not yet proposes effective solution at present.
Summary of the invention
The inaccurate problem of result for customer service system processes user data in correlation technique, effective solution is not yet proposed at present, for this reason, fundamental purpose of the present invention is to provide a kind of internet data disposal route, Apparatus and system, to address the above problem.
To achieve these goals, according to an aspect of the present invention, provide a kind of internet data disposal route, the method comprises: obtain user data and process request; The request type of determining user data processing request, wherein, request type comprises automatic engine type; In the situation that request type is automatic engine type, from default data bank, extracts with user data and process default answer data corresponding to request; The in the situation that of there are not default answer data in default data bank, submit to user data to process and ask to interactive engine, and obtain the mutual answer data of interactive engine feedback; To preset to answer data or answer alternately data and be sent to user.
Further, determine that user data processes the step of the request type of request and comprise: set up default request collection; Detect default request and concentrate the user data processing request that whether exists; In default request, concentrate exist user data to process request in the situation that, determine that user data processes request for automatic engine type; In default request, concentrate there is not data processing request in the situation that, determine that user data processes request for type of interaction, submit to user data to process and ask to interactive engine.
Further, default request is concentrated and is comprised a plurality of preset data processing requests, wherein, detects the concentrated step that whether exists user data to process request of default request and comprises: calculate preset data and process the similarity of asking to process with user data request; In the situation that similarity meets predetermined threshold value, determine the default user data processing request that exists of asking to concentrate; In the situation that similarity does not meet predetermined threshold value, determine the default concentrated user data processing request that do not exist of asking.
Further, after obtaining the mutual answer data of interactive engine feedback, internet data disposal route also comprises: user data disposal route is preserved into default request; And will answer alternately data and preserve into default data bank.
To achieve these goals, according to a further aspect in the invention, provide a kind of internet data treating apparatus, this device comprises: acquisition request module, for obtaining user data, process request; Type determination module, for determining the request type of user data processing request, wherein, request type comprises automatic engine type; Extraction module in the situation that request type is automatic engine type, extracts with user data and processes default answer data corresponding to request from default data bank; Submit module to, the in the situation that of presetting answer data for not existing in default data bank, submit to user data to process and ask to interactive engine, and obtain the mutual answer data of interactive engine feedback; Sending module, is sent to user for presetting to answer data or answer alternately data.
Further, type determination module comprises: set up module, for setting up default request collection; Whether detection module, concentrate and exist user data to process request for detection of default request; First determines submodule, the in the situation that of existing user data to process request, determines that user data processing request is automatic engine type for concentrating in the request of presetting; Second determines submodule, the in the situation that of there is not data processing request, determines that user data processing request is type of interaction for concentrating in default request, submits to user data to process and asks to interactive engine.
Further, preset and ask concentrated a plurality of preset data processing requests that comprise, wherein, detection module comprises: computing module, and for calculating, preset data processing is asked and the similarity of user data processing request; The 3rd determines submodule, in the situation that similarity meets predetermined threshold value, determines to preset to ask to concentrate to exist user data to process request; The 4th determines submodule, in the situation that similarity does not meet predetermined threshold value, determines to preset to ask to concentrate not exist user data to process request.
Further, internet data treating apparatus also comprises: first preserves module, for user data treating apparatus being preserved into default request; And second preserve module, for answering alternately data, preserve into default data bank.
To achieve these goals, according to a further aspect in the invention, provide a kind of internet data disposal system, this system comprises: internet data treating apparatus.
Adopt the present invention, after obtaining user data processing request, determine the request type of user data processing request, in the situation that request type is automatic engine type, from default data bank, extract with user data and process default answer data corresponding to request, and the in the situation that of there are not default answer data in default data bank, submitting to user data to process asks to interactive engine, and obtain the mutual answer data that interactive engine feeds back, then will preset to answer data or answer alternately data being sent to user.Thereby can process according to user data the answer data corresponding to the accurate Location Request of type of request, then answer data are sent to client, above-described embodiment is applied to customer service system, the inaccurate problem of result that can solve customer service system processes user data in prior art, has realized the effect that user's reply message is provided like clockwork.
Accompanying drawing explanation
Accompanying drawing described herein is used to provide a further understanding of the present invention, forms the application's a part, and schematic description and description of the present invention is used for explaining the present invention, does not form inappropriate limitation of the present invention.In the accompanying drawings:
Fig. 1 is according to the structural representation of the internet data treating apparatus of the embodiment of the present invention;
Fig. 2 is according to the process flow diagram of the internet data disposal route of the embodiment of the present invention; And
Fig. 3 is according to the process flow diagram of a kind of optional internet data disposal route of the embodiment of the present invention.
Embodiment
In order to make those skilled in the art person understand better the present invention program, below in conjunction with the accompanying drawing in the embodiment of the present invention, technical scheme in the embodiment of the present invention is clearly and completely described, obviously, described embodiment is only the embodiment of a part of the present invention, rather than whole embodiment.Embodiment based in the present invention, those of ordinary skills, not making the every other embodiment obtaining under creative work prerequisite, should belong to the scope of protection of the invention.
It should be noted that, the term " first " in instructions of the present invention and claims and above-mentioned accompanying drawing, " second " etc. are for distinguishing similar object, and needn't be for describing specific order or precedence.The data that should be appreciated that such use suitably can exchanged in situation, so as embodiments of the invention described herein can with except diagram here or describe those order enforcement.In addition, term " comprises " and " having " and their any distortion, intention is to cover not exclusive comprising, for example, those steps or unit that the process that has comprised series of steps or unit, method, system, product or equipment are not necessarily limited to clearly list, but can comprise clearly do not list or for these processes, method, product or equipment intrinsic other step or unit.
Fig. 1 is according to the structural representation of the internet data treating apparatus of the embodiment of the present invention.As shown in Figure 1, this device can comprise: acquisition request module 10, for obtaining user data, process request; Type determination module 20, for determining the request type of user data processing request, wherein, request type comprises automatic engine type; Extraction module 30 in the situation that request type is automatic engine type, extracts with user data and processes default answer data corresponding to request from default data bank; Submit module 40 to, the in the situation that of presetting answer data for not existing in default data bank, submit to user data to process and ask to interactive engine, and obtain the mutual answer data of interactive engine feedback; Sending module 50, is sent to user for presetting to answer data or answer alternately data.
Adopt the present invention, after obtaining user data processing request, determine the request type of user data processing request, in the situation that request type is automatic engine type, from default data bank, extract with user data and process default answer data corresponding to request, and the in the situation that of there are not default answer data in default data bank, submitting to user data to process asks to interactive engine, and obtain the mutual answer data that interactive engine feeds back, then will preset to answer data or answer alternately data being sent to user.Thereby can process according to user data the answer data corresponding to the accurate Location Request of type of request, then answer data are sent to client, above-described embodiment is applied to customer service system, the inaccurate problem of result that can solve customer service system processes user data in prior art, has realized the effect that user's reply message is provided like clockwork.
In the above-described embodiments, the mode that interactive engine can be answered data alternately by artificial input is obtained mutual answer data, thereby above-described embodiment can adopt the mode of man-machine combination to be applied in customer service question answering system, when saving human resources, can also guarantee the accuracy rate of answering a question, there is very high practical value and commercial value.
In the above embodiment of the present invention, type determination module comprises: set up module, for setting up default request collection; Whether detection module, concentrate and exist user data to process request for detection of default request; First determines submodule, the in the situation that of existing user data to process request, determines that user data processing request is automatic engine type for concentrating in the request of presetting; Second determines submodule, the in the situation that of there is not data processing request, determines that user data processing request is type of interaction for concentrating in default request, submits to user data to process and asks to interactive engine.
According to the abovementioned embodiments of the present invention, preset and ask concentrated a plurality of preset data processing requests that comprise, wherein, detection module comprises: computing module, and for calculating, preset data processing is asked and the similarity of user data processing request; The 3rd determines submodule, in the situation that similarity meets predetermined threshold value, determines to preset to ask to concentrate to exist user data to process request; The 4th determines submodule, in the situation that similarity does not meet predetermined threshold value, determines to preset to ask to concentrate not exist user data to process request.
Particularly, internet data treating apparatus also comprises: first preserves module, for user data treating apparatus being preserved into default request; And second preserve module, for answering alternately data, preserve into default data bank.
The present invention's design and the semi-automatic question and answer customer service system that has realized artificial participation, can accomplish a large amount of problems that propose to user in customer service system, system gives user's correct option automatically, the normal problem proposing of non-user, and system is submitted to contact staff problem and is given manual answering.The customer service system of simultaneously inventing, along with the increased frequency that user uses, the problem that user proposes increases, and system also can accumulate a large amount of customer problems and answer knowledge base.Along with increasing of knowledge in knowledge base amount, system just can utilize machine to answer more problem to user, thereby realizes liberation human resources to a greater extent.
Any one module in internet data treating apparatus in the above embodiment of the present invention, all can realize by the method in following embodiment of the method.
The present invention also provides a kind of internet data disposal system, comprising: any one internet data treating apparatus in above-described embodiment.
Adopt the present invention, after obtaining user data processing request, determine the request type of user data processing request, in the situation that request type is automatic engine type, from default data bank, extract with user data and process default answer data corresponding to request, and the in the situation that of there are not default answer data in default data bank, submitting to user data to process asks to interactive engine, and obtain the mutual answer data that interactive engine feeds back, then will preset to answer data or answer alternately data being sent to user.Thereby can process according to user data the answer data corresponding to the accurate Location Request of type of request, then answer data are sent to client, above-described embodiment is applied to customer service system, the inaccurate problem of result that can solve customer service system processes user data in prior art, has realized the effect that user's reply message is provided like clockwork.
The above embodiment of the present invention has realized the semi-automatic automatic question answering customer service system of man-machine combination, both can utilize machine to answer user and repeat a large amount of Similar Problems (being the request of the automatic engine type in above-described embodiment) that propose, save human resources, the new problem that user can be proposed again, the inaccurate problem that machine is answered is distributed to contact staff, by customer service manual answering, make the accuracy rate of System Assurance question answering, thereby take into account efficiency and the accuracy rate of customer service system, with minimum human cost, reach the highest customer service and answer efficiency.
Fig. 2 is that the method comprises the steps: as shown in Figure 2 according to the process flow diagram of the internet data disposal route of the embodiment of the present invention
Step S202, obtains user data and processes request.
Step S204, determines the request type that user data processing is asked, and wherein, request type comprises automatic engine type.
Step S206 in the situation that request type is automatic engine type, extracts with user data and processes default answer data corresponding to request from default data bank.
Step S208, the in the situation that of there are not default answer data, submits to user data to process and asks to interactive engine, and obtain the mutual answer data of interactive engine feedback in default data bank.
Step S210, will preset to answer data or answer alternately data being sent to user.
Adopt the present invention, after obtaining user data processing request, determine the request type of user data processing request, in the situation that request type is automatic engine type, from default data bank, extract with user data and process default answer data corresponding to request, and the in the situation that of there are not default answer data in default data bank, submitting to user data to process asks to interactive engine, and obtain the mutual answer data that interactive engine feeds back, then will preset to answer data or answer alternately data being sent to user.Thereby can process according to user data the answer data corresponding to the accurate Location Request of type of request, then answer data are sent to client, above-described embodiment is applied to customer service system, the inaccurate problem of result that can solve customer service system processes user data in prior art, has realized the effect that user's reply message is provided like clockwork.
In the above-described embodiments, the mode that interactive engine can be answered data alternately by artificial input is obtained mutual answer data, thereby above-described embodiment can adopt the mode of man-machine combination to be applied in customer service question answering system, when saving human resources, can also guarantee the accuracy rate of answering a question, there is very high practical value and commercial value.
According to the abovementioned embodiments of the present invention, determine that user data processes the step of the request type of request and can comprise: set up default request collection; Detect default request and concentrate the user data processing request that whether exists; In default request, concentrate exist user data to process request in the situation that, determine that user data processes request for automatic engine type; In default request, concentrate there is not data processing request in the situation that, determine that user data processes request for type of interaction, submit to user data to process and ask to interactive engine.
Particularly, as shown in Figure 3, above-described embodiment can be realized as follows:
Step S302: obtain user data and process request.
Particularly, in customer service system, user can be input to customer service system by the problem of proposition, and then problem distributes executive program to obtain user data processing request.
Step S304: the request type of determining user data processing request.
Particularly, customer service system automatic analysis customer problem, what executive program judgement user proposed is traffic issues or interaction problems.In the situation that request type is automatic engine type, execution step S306: this user data is processed to request and be sent to automatic engine disposal system; In the situation that request type is not automatic engine type, execution step S308: this user data is processed to the disposal system that request is sent to interactive engine.
Particularly, the request of data that type is automatic engine type is traffic issues, other be interaction problems.This traffic issues is that frequency of utilization is greater than default problem of puing question to frequency.
Step S310: whether the confidence level that judges user data processing request reaches predetermined threshold value.
Wherein, in the situation that processing the confidence level of request, user data reaches predetermined threshold value, execution step S312: from default data bank, extract the default answer data corresponding with this request; In the situation that processing the confidence level of request, user data do not reach predetermined threshold value, execution step S308.
Particularly, default request is concentrated and is comprised a plurality of preset data processing requests, wherein, detects the concentrated step that whether exists user data to process request of default request and comprises: calculate preset data and process the similarity of asking to process with user data request; In the situation that similarity meets predetermined threshold value, determine the default user data processing request that exists of asking to concentrate; In the situation that similarity does not meet predetermined threshold value, determine the default concentrated user data processing request that do not exist of asking.
Similarity in above-described embodiment is the confidence level in step S310.
Step S314: obtain mutual reply message.
In the above-described embodiments, obtain the default answer data of the request of automatic engine type by default data bank mentioned above and default request collection, the problem of non-automatic engine type can be calculated answer (answering alternately data) by interactive engine.
In the above embodiment of the present invention, after obtaining the mutual answer data of interactive engine feedback, internet data disposal route also comprises: user data disposal route is preserved into default request; And will answer alternately data and preserve into default data bank.
In the above-described embodiments, system is submitted to manual answering the problem that can not automatically answer, manual answering's question and answer to joining in knowledge base, the storehouse that expands knowledge, thus make machine can answer more problem.This self-learning capability of system makes machine have the ability of more intelligence.
According to the abovementioned embodiments of the present invention, utilize machine to answer a large amount of known replication problem that user proposes, reduce in a large number human resources; System has adopted deep semantic understanding technology, and the semanteme that utilizes machine judgement and understand customer problem has very high accuracy rate; Machine judges whether the problem that user proposes can answer (whether being automatic engine type) automatically, and the problem that can not automatically answer is submitted to contact staff manual answering, guarantees to the correct answer of user; System has learning ability, and operation a period of time, the problem that contact staff answers user is more, and the problem that system can be answered user is automatically also more.
It should be noted that, in the step shown in the process flow diagram of accompanying drawing, can in the computer system such as one group of computer executable instructions, carry out, and, although there is shown logical order in flow process, but in some cases, can carry out shown or described step with the order being different from herein.
As can be seen from the above description, the present invention has realized following technique effect:
Adopt the present invention, after obtaining user data processing request, determine the request type of user data processing request, in the situation that request type is automatic engine type, from default data bank, extract with user data and process default answer data corresponding to request, and the in the situation that of there are not default answer data in default data bank, submitting to user data to process asks to interactive engine, and obtain the mutual answer data that interactive engine feeds back, then will preset to answer data or answer alternately data being sent to user.Thereby can process according to user data the answer data corresponding to the accurate Location Request of type of request, then answer data are sent to client, above-described embodiment is applied to customer service system, the inaccurate problem of result that can solve customer service system processes user data in prior art, has realized the effect that user's reply message is provided like clockwork.
Obviously, those skilled in the art should be understood that, above-mentioned each module of the present invention or each step can realize with general calculation element, they can concentrate on single calculation element, or be distributed on the network that a plurality of calculation elements form, alternatively, they can be realized with the executable program code of calculation element, thereby, they can be stored in memory storage and be carried out by calculation element, or they are made into respectively to each integrated circuit modules, or a plurality of modules in them or step are made into single integrated circuit module to be realized.Like this, the present invention is not restricted to any specific hardware and software combination.
The foregoing is only the preferred embodiments of the present invention, be not limited to the present invention, for a person skilled in the art, the present invention can have various modifications and variations.Within the spirit and principles in the present invention all, any modification of doing, be equal to replacement, improvement etc., within all should being included in protection scope of the present invention.
Claims (9)
1. an internet data disposal route, is characterized in that, comprising:
Obtain user data and process request;
The request type of determining described user data processing request, wherein, described request type comprises automatic engine type;
In the situation that described request type is described automatic engine type, from default data bank, extracts with described user data and process default answer data corresponding to request;
The in the situation that of there are not described default answer data in described default data bank, submit to described user data to process and ask to interactive engine, and obtain the mutual answer data of described interactive engine feedback;
Described default answer data or described mutual answer data are sent to user.
2. internet data disposal route according to claim 1, is characterized in that, determines that the step of the request type of described user data processing request comprises:
Set up default request collection;
Detect described default request and concentrate the described user data processing request that whether exists;
In described default request, concentrate exist described user data to process request in the situation that, determine that described user data processes request for described automatic engine type;
In described default request, concentrate there is not described data processing request in the situation that, determine that described user data processes request for type of interaction, submit to described user data to process request to described interactive engine.
3. internet data disposal route according to claim 2, is characterized in that, described default request is concentrated and comprised a plurality of preset data processing requests, wherein, detects described default request and concentrates the step that whether exists described user data to process request to comprise:
Calculate described preset data and process the similarity of request and described user data processing request;
In the situation that described similarity meets predetermined threshold value, determine that described default request is concentrated to exist described user data to process request;
In the situation that described similarity does not meet described predetermined threshold value, determine that described default request is concentrated not exist described user data to process request.
4. according to the internet data disposal route described in claim 2 or 3, it is characterized in that, after obtaining the mutual answer data of described interactive engine feedback, described internet data disposal route also comprises:
Described user data disposal route is preserved into described default request; And
Described mutual answer data are preserved into described default data bank.
5. an internet data treating apparatus, is characterized in that, comprising:
Acquisition request module, processes request for obtaining user data;
Type determination module, for determining the request type of described user data processing request, wherein, described request type comprises automatic engine type;
Extraction module in the situation that described request type is described automatic engine type, extracts with described user data and processes default answer data corresponding to request from default data bank;
Submit module to, in the situation that described default data bank does not exist described default answer data, submit to described user data to process and ask to interactive engine, and obtain the mutual answer data of described interactive engine feedback;
Sending module, for being sent to user by described default answer data or described mutual answer data.
6. internet data treating apparatus according to claim 5, is characterized in that, described type determination module comprises:
Set up module, for setting up default request collection;
Whether detection module, concentrate and exist described user data to process request for detection of described default request;
First determines submodule, the in the situation that of existing described user data to process request, determines that described user data processing request is described automatic engine type for concentrating in described default request;
Second determines submodule, the in the situation that of there is not described data processing request, determines that it is type of interaction that described user data is processed request, submits to described user data to process request to described interactive engine for concentrating in described default request.
7. internet data treating apparatus according to claim 6, is characterized in that, described default request is concentrated and comprised a plurality of preset data processing requests, and wherein, described detection module comprises:
Computing module, for calculating, described preset data is processed request and described user data is processed the similarity of asking;
The 3rd determines submodule, in the situation that described similarity meets predetermined threshold value, determines that described default request is concentrated to exist described user data to process request;
The 4th determines submodule, in the situation that described similarity does not meet described predetermined threshold value, determines that described default request is concentrated not exist described user data to process request.
8. according to the internet data treating apparatus described in claim 6 or 7, it is characterized in that, described internet data treating apparatus also comprises:
First preserves module, for described user data treating apparatus is preserved into described default request; And
Second preserves module, for described mutual answer data are preserved into described default data bank.
9. an internet data disposal system, is characterized in that, comprising: the internet data treating apparatus in claim 5 to 8 described in any one.
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| CN201410008414.9A CN103761272A (en) | 2014-01-08 | 2014-01-08 | Internet data processing method, device and system |
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| CN105812473A (en) * | 2016-03-29 | 2016-07-27 | 成都小多科技有限公司 | Data processing method and device |
| CN106096975A (en) * | 2016-06-03 | 2016-11-09 | 北京壹代家庭服务有限公司 | A kind of online customer service system and method |
| CN109597921A (en) * | 2014-09-24 | 2019-04-09 | 阿里巴巴集团控股有限公司 | Data processing method and system |
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| CN1609867A (en) * | 2003-10-24 | 2005-04-27 | 英业达股份有限公司 | Network customer's question reply system |
| WO2012162822A1 (en) * | 2011-05-27 | 2012-12-06 | International Business Machines Corporation | Automated self-service user support based on ontology analysis |
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| Publication number | Priority date | Publication date | Assignee | Title |
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| CN109597921A (en) * | 2014-09-24 | 2019-04-09 | 阿里巴巴集团控股有限公司 | Data processing method and system |
| CN109597921B (en) * | 2014-09-24 | 2023-03-17 | 创新先进技术有限公司 | Data processing method and system |
| CN105812473A (en) * | 2016-03-29 | 2016-07-27 | 成都小多科技有限公司 | Data processing method and device |
| CN105812473B (en) * | 2016-03-29 | 2020-01-17 | 成都晓多科技有限公司 | Data processing method and device |
| CN106096975A (en) * | 2016-06-03 | 2016-11-09 | 北京壹代家庭服务有限公司 | A kind of online customer service system and method |
| CN106096975B (en) * | 2016-06-03 | 2021-06-08 | 北京壹代家庭服务有限公司 | Online customer service system and method |
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