CN106919589A - Customer problem analysis method and device - Google Patents
Customer problem analysis method and device Download PDFInfo
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- CN106919589A CN106919589A CN201510993219.0A CN201510993219A CN106919589A CN 106919589 A CN106919589 A CN 106919589A CN 201510993219 A CN201510993219 A CN 201510993219A CN 106919589 A CN106919589 A CN 106919589A
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- G—PHYSICS
- G06—COMPUTING; CALCULATING OR COUNTING
- G06F—ELECTRIC DIGITAL DATA PROCESSING
- G06F16/00—Information retrieval; Database structures therefor; File system structures therefor
- G06F16/90—Details of database functions independent of the retrieved data types
- G06F16/903—Querying
- G06F16/9032—Query formulation
- G06F16/90332—Natural language query formulation or dialogue systems
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Abstract
The present invention provides a kind of customer problem analysis method and device, and method includes：Receive the problem of user input；According to problem, search problem corresponding candidate answers；Obtain the behavioural information of user；According to behavioural information, the answer of user's request is filtered out from candidate answers and user is pushed to.Technology according to the present invention scheme, after multiple candidate answers are found according to the problem of user, candidate answers are not directly supplied to user, but obtain the behavioural information of user, final result filtered out to candidate answers by the behavioural information of user and is supplied to user；Because when user has required, its demand is not only embodied in the problem of its enquirement, also can be embodied in other behaviors of user, therefore other behaviors of user reflect the demand of user, candidate answers are screened by the behavioural information of user then, the final result of user's request can be met.
Description
Technical field
The present invention relates to field of computer technology, in particular to a kind of customer problem analysis method and
Device.
Background technology
At present, user it is problematic need answer when often seek help from network, user input oneself wants what is asked
Problem, with by search engine or other modes come the answer of the problem of inquiring about.
The influence of expression way is suffered from due to the problem of user input, it is difficult to embody the key for ging wrong,
And information data amount in network is larger, cause the answer quantity related to customer problem a lot, but very
The demand of user is disclosure satisfy that less.Therefore, the answer for meeting its demand how is provided the user, is just turned into
One technical issues that need to address.
The content of the invention
In view of the above problems, it is proposed that the present invention overcomes above mentioned problem or at least part of to provide one kind
The customer problem analysis method that solves the above problems and device.
According to a kind of customer problem analysis method of the invention, including：Receive the problem of user input；Root
According to described problem, the corresponding candidate answers of described problem are searched；Obtain the behavioural information of the user；Root
According to the behavioural information, the answer of the user's request is filtered out from the candidate answers and institute is pushed to
State user.
According to a kind of customer problem analytical equipment of the invention, including：Problem receiver module, for receiving
The problem of user input；Candidate answers searching modul, for according to described problem, searching described problem pair
The candidate answers answered；Behavioural information acquisition module, the behavioural information for obtaining the user；Answer is sieved
Modeling block, for according to the behavioural information, the user's request being filtered out from the candidate answers
Answer is simultaneously pushed to the user.
According to above technical scheme, customer problem analysis method of the invention and device are at least with following excellent
Point：
Technology according to the present invention scheme, after multiple candidate answers are found according to the problem of user, and
Candidate answers are not directly supplied to user, but obtain the behavioural information of user, believed by the behavior of user
Breath filters out final result and is supplied to user to candidate answers；Because when user has required, its
Demand is not only embodied in the problem of its enquirement, can be also embodied in other behaviors of user, therefore user
Other behaviors reflect the demand of user, then candidate answers are screened by the behavioural information of user,
The final result of user's request can be met.
Described above is only the general introduction of technical solution of the present invention, in order to better understand skill of the invention
Art means, and can be practiced according to the content of specification, and it is of the invention above and other in order to allow
Objects, features and advantages can become apparent, below especially exemplified by specific embodiment of the invention.
Brief description of the drawings
By reading the detailed description of hereafter preferred embodiment, various other advantages and benefit are for this
Field those of ordinary skill will be clear understanding.Accompanying drawing is only used for showing the purpose of preferred embodiment,
And it is not considered as limitation of the present invention.And in whole accompanying drawing, be denoted by the same reference numerals
Identical part.In the accompanying drawings：
Fig. 1 shows the flow chart of customer problem analysis method according to an embodiment of the invention；
Fig. 2 shows the flow chart of customer problem analysis method according to an embodiment of the invention；
Fig. 3 shows the block diagram of customer problem analysis method according to an embodiment of the invention.
Specific embodiment
The exemplary embodiment of the disclosure is more fully described below with reference to accompanying drawings.Although being shown in accompanying drawing
The exemplary embodiment of the disclosure, it being understood, however, that may be realized in various forms the disclosure without
Should be limited by embodiments set forth here.Conversely, there is provided these embodiments are able to more thoroughly
Understand the disclosure, and can by the scope of the present disclosure it is complete convey to those skilled in the art.
As shown in figure 1, a kind of customer problem analysis method in one embodiment of the present of invention, including：
Step 110, receives the problem of user input.
Step 120, according to problem, search problem corresponding candidate answers.In the technical scheme of the present embodiment
In, the mode to searching candidate answers is not limited, for example, directly can be drawn using internet hunt
The candidate answers for holding up to search problem.
Step 130, obtains the behavioural information of user.In the present embodiment, further can only obtain with
Behavioural information in a period of time of family asked questions；Because the demand of user is often in certain hour
Effectively, so the demand of user is embodied in the enquirement in this time and other behaviors.
Step 140, according to behavioural information, filters out the answer of user's request and is pushed to from candidate answers
User.According to the technical scheme of the present embodiment, when user has it is required when, its demand is not only embodied in it
In the problem of enquirement, can also be embodied in other behaviors of user, therefore other behaviors of user are reflected
The demand of user, then screened by the behavioural information of user to candidate answers, can be met user
The final result of demand.
As shown in Fig. 2 a kind of customer problem analysis method in one embodiment of the present of invention, including：
Step 210, receives the problem of user input.
Step 220, keyword is extracted to problem participle and from word segmentation result, according to keyword inquires about problem pair
The candidate answers answered.In the technical scheme of the present embodiment, keyword reflects the main feature of problem, institute
Tend to meet user's needs according to keyword to inquire about the candidate answers for obtaining.
Step 230, obtains the behavioural information of user.
Step 240, according to behavioural information, filters out the answer of user's request and is pushed to from candidate answers
User.
Below according to different types of behavioural information, illustrated to searching the mode of answer of user's request：
The behavioural information of user includes that user browses record, from user browse record in identification browse interior
The type of appearance, selects type corresponding answer the answering as user's request of browsing content from candidate answers
Case.For example, it is assumed that the problem that user puts question to is " how is Jordon ", then obtained according to the problem
Candidate answers two：Answer A is that the commentary of the career to sportsman Jordon, answer B are to Jordon's product
The evaluation of board sport footwear；Now, the record that browses of user is obtained, finds user repeatedly on shopping website
The purchase page of Jordon's branding campaign footwear is browsed, so the demand that can determine whether user is to need to obtain to Qiao
The quality evaluation of red branding campaign footwear, thus using answer B as user's request answer；It can be seen that, user
Browse record and can reflect the demand of user.
The behavioural information of user includes that the search of user is recorded；Search word is extracted from the search record of user,
Answer of the corresponding answer of search word as user's request is selected from candidate answers.For example, it is assumed that user
The problem of enquirement is " how is Jordon ", then according to the candidate answers two that the problem is obtained：Answer A
It is that the commentary of career to sportsman Jordon, answer B are evaluation to Jordon's branding campaign footwear；Now,
The search record of user is obtained, finding the search word of user input includes " Jordon's footwear are OK ", " a pair of
Jordon how much ", so the demand that can determine whether user is to need to obtain to the quality of Jordon's branding campaign footwear
Evaluate, thus using answer B as user's request answer；It can be seen that, the search record of user can reflect
The demand of user.
The answer platform that the behavioural information of user is browsed including user；Derived from being screened from candidate answers
The answer of answer platform as user's request answer.For example, it is assumed that the problem that user puts question to is " Jordon
How ", then according to the candidate answers two that the problem is obtained：Answer A is the duty to sportsman Jordon
The commentary of industry career, answer B are the evaluation to Jordon's branding campaign footwear；Now, user is obtained browsed
Answer platform, it is the answer platform related to net purchase, user to obtain user's most recently used answer platform
As where online purchase sent enquirement to the preferable sport footwear of quality, so can determine whether the demand of user
It is to need to obtain the quality evaluation to Jordon's branding campaign footwear, so the answering as user's request using answer B
Case；It can be seen that, the search record of user can reflect the demand of user.
As shown in figure 3, a kind of customer problem analytical equipment in one embodiment of the present of invention, including：
Problem receiver module 310, receives the problem of user input.
Candidate answers searching modul 320, according to problem, search problem corresponding candidate answers.In this implementation
In the technical scheme of example, the mode to searching candidate answers is not limited, for example, can directly utilize
Internet search engine is come the candidate answers that search problem.
Behavioural information acquisition module 330, obtains the behavioural information of user.In the present embodiment, further
The behavioural information within a period of time of user's asked questions can only be obtained；Because the demand of user is past
In toward certain hour effectively, so the demand of user is embodied in the enquirement in this time and other behaviors.
Answer screening module 340, according to behavioural information, filters out the answer of user's request from candidate answers
And it is pushed to user.According to the technical scheme of the present embodiment, when user has it is required when, its demand is not only
Be embodied in its enquirement problem in, can also be embodied in other behaviors of user, thus user other rows
To reflect the demand of user, then candidate answers are screened by the behavioural information of user, can obtained
Meet the final result of user's request.
A kind of customer problem analytical equipment in one embodiment of the present of invention, including：
Problem receiver module 310, receives the problem of user input.
Candidate answers searching modul 320, keyword is extracted to problem participle and from word segmentation result, by key
The corresponding candidate answers of word inquiry problem.In the technical scheme of the present embodiment, keyword reflects problem
Main feature, so according to keyword inquire about the candidate answers for obtaining to tend to meet user's needs.
Behavioural information acquisition module 330, obtains the behavioural information of user.
Answer screening module 340, according to behavioural information, filters out the answer of user's request from candidate answers
And it is pushed to user.
Below according to different types of behavioural information, illustrated to searching the mode of answer of user's request：
The behavioural information of user includes that user browses record, from user browse record in identification browse interior
The type of appearance, selects type corresponding answer the answering as user's request of browsing content from candidate answers
Case.For example, it is assumed that the problem that user puts question to is " how is Jordon ", then obtained according to the problem
Candidate answers two：Answer A is that the commentary of the career to sportsman Jordon, answer B are to Jordon's product
The evaluation of board sport footwear；Now, the record that browses of user is obtained, finds user repeatedly on shopping website
The purchase page of Jordon's branding campaign footwear is browsed, so the demand that can determine whether user is to need to obtain to Qiao
The quality evaluation of red branding campaign footwear, thus using answer B as user's request answer；It can be seen that, user
Browse record and can reflect the demand of user.
The behavioural information of user includes that the search of user is recorded；Search word is extracted from the search record of user,
Answer of the corresponding answer of search word as user's request is selected from candidate answers.For example, it is assumed that user
The problem of enquirement is " how is Jordon ", then according to the candidate answers two that the problem is obtained：Answer A
It is that the commentary of career to sportsman Jordon, answer B are evaluation to Jordon's branding campaign footwear；Now,
The search record of user is obtained, finding the search word of user input includes " Jordon's footwear are OK ", " a pair of
Jordon how much ", so the demand that can determine whether user is to need to obtain to the quality of Jordon's branding campaign footwear
Evaluate, thus using answer B as user's request answer；It can be seen that, the search record of user can reflect
The demand of user.
The answer platform that the behavioural information of user is browsed including user；Derived from being screened from candidate answers
The answer of answer platform as user's request answer.For example, it is assumed that the problem that user puts question to is " Jordon
How ", then according to the candidate answers two that the problem is obtained：Answer A is the duty to sportsman Jordon
The commentary of industry career, answer B are the evaluation to Jordon's branding campaign footwear；Now, user is obtained browsed
Answer platform, it is the answer platform related to net purchase, user to obtain user's most recently used answer platform
As where online purchase sent enquirement to the preferable sport footwear of quality, so can determine whether the demand of user
It is to need to obtain the quality evaluation to Jordon's branding campaign footwear, so the answering as user's request using answer B
Case；It can be seen that, the search record of user can reflect the demand of user.
Algorithm and display be not solid with any certain computer, virtual system or miscellaneous equipment provided herein
There is correlation.Various general-purpose systems can also be used together with based on teaching in this.As described above,
It is obvious to construct the structure required by this kind of system.Additionally, the present invention is not also for any specific
Programming language.It is understood that, it is possible to use various programming languages realize the content of invention described herein,
And the description done to language-specific above is to disclose preferred forms of the invention.
In specification mentioned herein, numerous specific details are set forth.It is to be appreciated, however, that this hair
Bright embodiment can be put into practice in the case of without these details.In some instances, not in detail
Known method, structure and technology are carefully shown, so as not to obscure the understanding of this description.
Similarly, it will be appreciated that in order to simplify the disclosure and help understand one in each inventive aspect or
Multiple, in above to the description of exemplary embodiment of the invention, each feature of the invention sometimes by
It is grouped into together in single embodiment, figure or descriptions thereof.However, should not be by the disclosure
Method is construed to reflect following intention：I.e. the present invention for required protection requirement ratio is in each claim
The more features of feature being expressly recited.More precisely, as the following claims reflect
Like that, inventive aspect is all features less than single embodiment disclosed above.Therefore, it then follows tool
Thus claims of body implementation method are expressly incorporated in the specific embodiment, and wherein each right will
Itself is asked all as separate embodiments of the invention.
Those skilled in the art are appreciated that can be carried out certainly to the module in the equipment in embodiment
Adaptively change and they are arranged in one or more equipment different from the embodiment.Can be with
Module or unit or component in embodiment is combined into a module or unit or component, and in addition may be used
To be divided into multiple submodule or subelement or sub-component.Except such feature and/or process or
Outside at least some in unit exclude each other, can be using any combinations to this specification (including companion
With claim, summary and accompanying drawing) disclosed in all features and so disclosed any method or
All processes or unit of person's equipment are combined.Unless expressly stated otherwise, this specification (including companion
With claim, summary and accompanying drawing) disclosed in each feature can it is identical by offers, equally or phase
Replace like the alternative features of purpose.
Although additionally, it will be appreciated by those of skill in the art that some embodiments described herein include other
Some included features are rather than further feature, but the combination of the feature of different embodiments in embodiment
Mean to be within the scope of the present invention and formed different embodiments.For example, in following right
In claim, the one of any of embodiment required for protection mode can use in any combination.
All parts embodiment of the invention can realize with hardware, or with one or more processor
The software module of upper operation is realized, or is realized with combinations thereof.Those skilled in the art should manage
Solution, can be realized according to this hair using microprocessor or digital signal processor (DSP) in practice
The some or all functions of some or all parts in the customer problem analytical equipment of bright embodiment.
The present invention be also implemented as some or all equipment for performing method as described herein or
Person's program of device (for example, computer program and computer program product).It is such realize it is of the invention
Program can be stored on a computer-readable medium, or can have the form of one or more signal.
Such signal can be downloaded from internet website and obtained, or be provided on carrier signal, or with
Any other form is provided.
It should be noted that above-described embodiment the present invention will be described rather than limiting the invention, and
And those skilled in the art can design replacement implementation without departing from the scope of the appended claims
Example.In the claims, any reference symbol being located between bracket should not be configured to claim
Limitation.Word "comprising" does not exclude the presence of element or step not listed in the claims.Positioned at unit
Word "a" or "an" before part does not exclude the presence of element as multiple.The present invention can be borrowed
Help to include the hardware of some different elements and realized by means of properly programmed computer.In row
If in having lifted the unit claim of equipment for drying, several in these devices can be by same hard
Part is embodied.The use of word first, second, and third does not indicate that any order.Can
These words are construed to title.
A1, a kind of customer problem analysis method, including：
Receive the problem of user input；
According to described problem, the corresponding candidate answers of described problem are searched；
Obtain the behavioural information of the user；
According to the behavioural information, the answer of the user's request is filtered out from the candidate answers and is pushed away
Give the user.
A2, the method according to A1, the behavioural information of the user include that the user's browses note
Record；The answer of the user's request is filtered out from the candidate answers and the user is pushed to, specifically
Including：
From the type for browsing identification browsing content in record of the user, selected from the candidate answers
The corresponding answer of type of the browsing content as the user's request answer.
A3, the method according to A1, the behavioural information of the user include that the search of the user is remembered
Record；The answer of the user's request is filtered out from the candidate answers and the user is pushed to, specifically
Including：
Search word is extracted from the search record of the user, the search is selected from the candidate answers
The corresponding answer of word as the user's request answer.
A4, the method according to A1, the behavioural information of the user include asking that the user browses
Answer platform；The answer of the user's request is filtered out from the candidate answers and the user is pushed to,
Specifically include：
Answer in being screened from the candidate answers from the answer platform is used as the user's request
Answer.
A5, the method according to any one of A1 to A4, according to described problem, search described problem
Corresponding candidate answers, specifically include：
Keyword is extracted to described problem participle and from word segmentation result, is asked as described in the keyword query
Inscribe corresponding candidate answers.
A6, a kind of customer problem analytical equipment, including：
Problem receiver module, the problem for receiving user input；
Candidate answers searching modul, for according to described problem, searching the corresponding candidate answers of described problem；
Behavioural information acquisition module, the behavioural information for obtaining the user；
Answer screening module, it is described for according to the behavioural information, being filtered out from the candidate answers
The answer of user's request is simultaneously pushed to the user.
A7, the device according to A6, the behavioural information of the user include that the user's browses note
Record；
The answer screening module from the user browse record in recognize browsing content type, from institute
State and select the corresponding answer of type of the browsing content as the answer of the user's request in candidate answers.
A8, the device according to A6, the behavioural information of the user include that the search of the user is remembered
Record；
The answer screening module extracts search word from the search record of the user, is answered from the candidate
Answer of the corresponding answer of the search word as the user's request is selected in case.
A9, the device according to A6, the behavioural information of the user include asking that the user browses
Answer platform；
The answer screening module derives from the answer of the answer platform in being screened from the candidate answers
As the answer of the user's request.
A10, the device according to any one of A6 to A9,
The candidate answers searching modul extracts keyword to described problem participle and from word segmentation result, presses
The corresponding candidate answers of the keyword query described problem.
Claims (10)
1. a kind of customer problem analysis method, it is characterised in that including：
Receive the problem of user input；
According to described problem, the corresponding candidate answers of described problem are searched；
Obtain the behavioural information of the user；
According to the behavioural information, the answer of the user's request is filtered out from the candidate answers and is pushed away
Give the user.
2. method according to claim 1, it is characterised in that the behavioural information of the user includes
The user's browses record；The answer of the user's request is filtered out from the candidate answers and is pushed
To the user, specifically include：
From the type for browsing identification browsing content in record of the user, selected from the candidate answers
The corresponding answer of type of the browsing content as the user's request answer.
3. method according to claim 1, it is characterised in that the behavioural information of the user includes
The search record of the user；The answer of the user's request is filtered out from the candidate answers and is pushed
To the user, specifically include：
Search word is extracted from the search record of the user, the search is selected from the candidate answers
The corresponding answer of word as the user's request answer.
4. method according to claim 1, it is characterised in that the behavioural information of the user includes
The answer platform that the user browses；The answer of the user's request is filtered out from the candidate answers simultaneously
The user is pushed to, is specifically included：
Answer in being screened from the candidate answers from the answer platform is used as the user's request
Answer.
5. method according to any one of claim 1 to 4, it is characterised in that asked according to described
Topic, searches the corresponding candidate answers of described problem, specifically includes：
Keyword is extracted to described problem participle and from word segmentation result, is asked as described in the keyword query
Inscribe corresponding candidate answers.
6. a kind of customer problem analytical equipment, it is characterised in that including：
Problem receiver module, the problem for receiving user input；
Candidate answers searching modul, for according to described problem, searching the corresponding candidate answers of described problem；
Behavioural information acquisition module, the behavioural information for obtaining the user；
Answer screening module, it is described for according to the behavioural information, being filtered out from the candidate answers
The answer of user's request is simultaneously pushed to the user.
7. device according to claim 6, it is characterised in that the behavioural information of the user includes
The user's browses record；
The answer screening module from the user browse record in recognize browsing content type, from institute
State and select the corresponding answer of type of the browsing content as the answer of the user's request in candidate answers.
8. device according to claim 6, it is characterised in that the behavioural information of the user includes
The search record of the user；
The answer screening module extracts search word from the search record of the user, is answered from the candidate
Answer of the corresponding answer of the search word as the user's request is selected in case.
9. device according to claim 6, it is characterised in that the behavioural information of the user includes
The answer platform that the user browses；
The answer screening module derives from the answer of the answer platform in being screened from the candidate answers
As the answer of the user's request.
10. the device according to any one of claim 6 to 9, it is characterised in that
The candidate answers searching modul extracts keyword to described problem participle and from word segmentation result, presses
The corresponding candidate answers of the keyword query described problem.
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| CN201510993219.0A CN106919589A (en) | 2015-12-24 | 2015-12-24 | Customer problem analysis method and device |
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| Application Number | Priority Date | Filing Date | Title |
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| CN201510993219.0A CN106919589A (en) | 2015-12-24 | 2015-12-24 | Customer problem analysis method and device |
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| CN201510993219.0A Pending CN106919589A (en) | 2015-12-24 | 2015-12-24 | Customer problem analysis method and device |
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| CN109635214A (en) * | 2018-12-20 | 2019-04-16 | 广东小天才科技有限公司 | A kind of method for pushing and electronic equipment of education resource |
| WO2019201098A1 (en) * | 2018-04-16 | 2019-10-24 | 上海智臻智能网络科技股份有限公司 | Question and answer interactive method and apparatus, computer device and computer readable storage medium |
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Application publication date: 20170704 |