CN106980626A - Processing unit and method and question and answer system - Google Patents

Abstract

The present invention provides a kind of processing unit and method and question and answer system.One aspect of the present invention discloses processing unit.The processing unit includes：It is configured to detect the unit of at least one keyword by electronic equipment from the problem of reception；It is configured to obtain the unit of the information of the electronic equipment from the first database based on described problem；It is configured to determine first level based on the keyword detected and the unit of the second level is determined based on the information of the electronic equipment got；And be configured to, according to keyword, the information of the electronic equipment got, the first level and second level detected, the unit of a corresponding answer for described problem be determined from answer list.In accordance with the invention it is possible to determine the answer for problem most matched with the intention of inquirer.

Description

Processing unit and method and question and answer system

Technical field

The present invention relates to a kind of processing unit, processing method and question and answer (query and Answer) system.

Background technology

In recent years, question and answer (QA) technology is generally studied.Traditional QA technologies It is the QA processing based on example, it is using being stored in advance in question and answer database (QADB) The answer pair of middle the problem of, wherein, a problem (query) generally has one accordingly in QADB Answer (answer).Also, the usual process of the QA processing based on example is：In QADB In, it is determined that with receive the problem of it is same or similar literal the problem of, or with receive the problem of Semantically similar the problem of, and the answer matched the problem of with determining is determined, as connecing The answer of the problem of receipts.As described above, the QA processing based on example is merely able to for a problem One answer is provided.In other words, will when different inquirers is the problem of inquiring same or similar Obtain identical answer.However, for different inquirers, generally having the problem of same or similar Have different intention/meanings, therefore, for it is such the problem of only to provide an answer be inadequate. Therefore, in the case of the answer matched with the intention of oneself can not be obtained in inquirer, based on example QA processing will reduce inquirer satisfaction.

Therefore, it is necessary to there is a kind of technology that can be furnished an answer to inquirer, wherein, carried The answer of confession can be matched with the intention of inquirer.United States Patent (USP) US7213053 discloses a kind of use In the method for providing a user electronic information, this method includes：From inquirer and operator it Between QA dialogue in, detection specific electronic equipment set (such as digital camera) technical term； According to the quantity of the technical term detected, to determine the know-how of user (for example, detecting Technical term quantity it is bigger, then know-how is higher)；And according to identified know-how, Provide a user electronic information；Wherein, identified know-how is inquirer to the specific electron The quantisation metric of the degree of understanding of equipment.

Just begin to use however, being unfamiliar with the specific electronic equipment set or inquirer in inquirer In the case of the specific electronic equipment set, in an example, inquirer QA dialogue in without using Technical term；Therefore, above-mentioned United States Patent (USP) US7213053 can not be detected from QA dialogues Technical term, this will cause the know-how that not can determine that inquirer, and can not be carried to inquirer Power supply sub-information.In another example, inquirer uses unsuitable technology art in QA dialogues Language, wherein, these unsuitable technical terms are for instance it can be possible that for other known classes of inquirer As electronic equipment technical term；Therefore, above-mentioned United States Patent (USP) US7213053 will be from QA Unsuitable technical term is obtained in dialogue, this will cause identified know-how and inquirer couple The degree of understanding of the specific electronic equipment set is mismatched, and the electronic information and the meaning of inquirer provided Figure is mismatched.

The content of the invention

According to an aspect of the invention, there is provided a kind of processing unit, the processing unit includes： Keyword detection unit, it is configured to from the problem of reception by electronic equipment, detection at least one Individual keyword；Information acquisition unit, it is configured to according to described problem, from the first database Obtain the information of the electronic equipment；Level determination unit, it is configured to based on the pass detected Key word determines first level, and determines based on the information of the electronic equipment got Two levels；And answer determining unit, it is configured to according to the keyword detected, got The electronic equipment information, the first level and second level, from answer list Determine a corresponding answer of described problem；Wherein, the keyword represents to be used to set and operate The term of the electronic equipment；The first level represents the knowledge quilt of the function of the electronic equipment The degree of grasp；Second level represents what the particular type of the electronic equipment was being operated Correct degree；The answer list includes the first level, second level and for described Mapping between the corresponding answer of problem.

Using the present invention, answer most matched with the intention of inquirer, for problem can determine.

By description referring to the drawings, further aspect of the present invention and advantage will be clear.

Brief description of the drawings

The accompanying drawing of a part of specification is merged in specification and constituted exemplified with implementation of the invention Example, and together with word description be used for illustrate the present invention principle.

Fig. 1 is to schematically show to realize that the hardware of technology according to an embodiment of the invention is matched somebody with somebody The block diagram put.

Fig. 2 is the block diagram for illustrating the configuration of processing unit according to an embodiment of the invention.

Fig. 3 is to schematically show the first level determining unit 231 shown in Fig. 2 of the present invention Detailed processing flow chart.

Fig. 4 is to schematically show the second level determination unit 232 shown in Fig. 2 of the present invention Detailed processing flow chart.

Fig. 5 is to schematically show to be intended to the detailed of estimation unit 241 shown in Fig. 2 of the present invention The flow chart carefully handled.

Fig. 6 is the flow for schematically showing the process of overall process according to an embodiment of the invention Figure.

Fig. 7 exemplified with according to the present invention it is exemplary the problem of and answer system arrangement.

Embodiment

The exemplary embodiment of the present invention is described in detail next, with reference to accompanying drawing.It should be pointed out that Following description is substantially only illustrative and exemplary of, and be in no way intended to limit the present invention and It is applied or purposes.Unless stated otherwise, the inscape that is otherwise proposed in embodiment and The positioned opposite of step, numerical expression and numerical value are not limit the scope of the invention.In addition, It can not be discussed in detail well known to a person skilled in the art technology, method and apparatus, but appropriate In the case of be regarded as the part of this specification.

Similar reference in figure and alphabetical reference similar item are note that, thus, once Project is defined in one drawing, then the figure for after need not discuss the project again.

As described previously for different inquirers, same or similar on specific electronic equipment set is asked Topic generally have different intention/meanings, therefore, it is necessary to different inquirers there is provided for The different answers of same or similar problem.By analysis, inventor has found, the specific electronic equipment set Information (attribute information of such as specific electronic equipment set, the current setting of the specific electronic equipment set Information etc.) useful information can be provided, the intention of problem is inquired for estimation inquirer.Cause This, inventor find, based on occur in problem be used for set and operate the specific electronic equipment set Intention estimated by the information of term and the specific electronic equipment set, problem is inquired closer to inquirer Actual intention.Therefore, based on occur in problem be used for set and operate the specific electronic equipment set Term and the specific electronic equipment set information determined by be directed to problem answer, can be with inquiry The actual intention of the person's of asking inquiry problem is most matched.Furthermore it is possible to improve what inquirer was handled QA Satisfaction.

By taking the QA processing in a digital camera as an example, and there are two inquirers (such as People A and people B).Wherein, it is that " photo is somewhat under-exposed, how to set mine the problem of people A Camera ", and be " face is somewhat dark, how to set my camera " the problem of people B.First, According to the two problems, it can be found that, the problem of people A in, occur be used for set and operate this The term of digital camera, i.e. " under-exposure ", and the problem of people B in, in the absence of for Set and operate the term of the digital camera.

Secondly, for people A, the information for the digital camera that QA processing is resulted in is, for example, this The attribute information (brand of such as digital camera) of digital camera, and the digital camera Operational history (such as in the absence of operational histories of the people A to the digital camera), institute Can interpolate that out, people A may just begin to use the digital camera.As noted previously, as people A knows the term (i.e. " under-exposure ") for setting and operating digital camera, so can Judge, people A is familiar with the function of the digital camera of other brands, and people A with behaviour Make the digital camera identical mode of other brands, operate the optional network specific digit camera.Due to not Digital camera with brand is operationally very different, therefore, and people A is current to be shone the numeral The operation of camera may be incorrect.Therefore, it is possible to judge, the intention of people A inquiry problems is intended to Obtain the operating guidance of the digital camera.

In addition, the information for people B, QA the processing digital camera resulted in is, for example, pair Operational history (the operation such as in the absence of people B to the digital camera of the digital camera Historical information).Also, as noted previously, as people B is not known for setting and operating Digital photographic The term of machine, so can interpolate that out, people B is before the digital camera is just begun to use, very Digital camera is used less.Therefore, it is possible to judge, people B inquires the intention of problem, is intended to Obtain some basic functions recommended of the digital camera.

In addition, for it is same or similar the problem of, in order that different answers correspond to accordingly asking The term and the specific electronic equipment set that are used to setting and operating the specific electronic equipment set occurred in topic Information, the present invention using answer list (such as in the way of matrix, or with other kinds of The mode of list) realize the corresponding relation.In addition, inventor has found, the specific electron is used Which kind of information of equipment and how much information using the specific electronic equipment set, it will usually which influence is to asking The estimation of the intention for the person of asking.In other words, this would generally influence the determination of the answer to problem.Therefore, Inventor has found, according to different terms and spy for setting and operating the specific electronic equipment set Determine the different information of electronic equipment, different answer lists can be previously generated, these answer lists Each self-contained different answers for Similar Problems.Then, in actual QA processing, for The problem of on the specific electronic equipment set, the problem of being resulted according to the QA processing by reality The term and the specific electronic equipment set that are used to setting and operating the specific electronic equipment set of middle appearance Information, will obtain an answer list, and will use acquired from the answer list previously generated Answer list determine the answer of described problem.

(hardware configuration)

First, by reference picture 1, to describe the hardware configuration that can realize technique described below.Figure 1 is to schematically show that the hardware configuration of technology according to an embodiment of the invention can be realized 100 block diagram.

Hardware configuration 100 is for example including CPU (CPU) 110, random access memory (RAM) 120, read-only storage (ROM) 130, hard disk 140, input equipment 150, defeated Go out equipment 160, network interface 170 and system bus 180.Furthermore, it is possible to by such as personal Data assistant (PDA), mobile phone, digital camera, video camera, multi-function printer (MFP), Notebook computer or other suitable electronic equipments, to realize hardware configuration 100.

CPU 110 can be any suitable programmable control device, and can be deposited by performing The various application programs in ROM 130 or hard disk 140 are stored up, to perform various work(described below Energy.RAM 120 be used for the program that is loaded from ROM 130 or hard disk 140 of interim storage or Data, and following space is also served as, within this space, CPU 110 performs various programs, Implement below in reference to Fig. 2 to Fig. 6 technologies being described in detail etc., and other are available Function.Hard disk 140 can store the information of numerous species, such as operating system (OS), various Using, control program, and the data for being prestored or being previously generated by manufacturer, wherein, institute It for example can be answer list described below, with reference to list and threshold value (THs) to state data.

In one embodiment, input equipment 150 can allow user (i.e. inquirer) and hard Part configuration 100 interact, such as user can by input equipment 150, with voice mode or with Text mode inputs problem.Also, input equipment 150 can use various forms, such as wheat Gram wind, keyboard or touch-screen.Output equipment 160 can show or play the problem of being directed to user Answer.Also, output equipment 160 can use various forms, such as cathode-ray tube (CRT), liquid crystal display or loudspeaker apparatus.If in addition, hardware configuration 100 is institute Such as intelligent mobile phone of meaning, PDA, digital camera, video camera, MFP or other are suitable Electronic equipment etc. equipment, then input equipment 150 and output equipment 160 can be with the sides of one Formula is merged in.If in addition, hardware configuration 100 is so-called such as conventional mobile phone, notes The equipment of this computer or other suitable electronic equipments etc., then input equipment 150 and output equipment 160 It can be merged in discrete mode.

In another embodiment, input equipment 150 can be input interface, and for example can Receive from special electronic equipment export the problem of.Also, output equipment 160 can be output Interface, and the answer for problem can be output to the special electronic equipment.

Network interface 170 is provided for hardware configuration 100 to be connected into connecing for network (not shown) Mouthful.For example, hardware configuration 100 can be via network interface 170, with the company via network Other electronic equipments connect enter row data communication.Alternately, it can be hardware configuration 100 Wave point is arranged, to carry out RFDC.System bus 180 can provide following Data transfer path, the data transfer path be used for following part, from the part or Data are mutually transmitted between the parts, and the part is CPU 110, RAM 120, ROM 130th, hard disk 140, input equipment 150, output equipment 160 and network interface 170 etc..Though So it is referred to as bus, still, system bus 180 is not limited to any specific data transmission skill Art.

Alternatively, the software realized with the above-mentioned identical function of hardware configuration 100 can be used.

In the example of one embodiment of the present of invention of question and answer processing etc., later will The program for the embodiment that reference picture 6 is described can be pre- installed appropriately in hard disk 140, and When CPU 110 needs to perform the program of the embodiment, RAM 120 is loaded into from hard disk 140. In other examples, the program of the present embodiment can be recorded in ROM 130, and directly by CPU 110 is performed.

Above-mentioned hardware configuration 100 is merely illustrative, and is in no way intended to limit the present invention And its application or purposes.Also, a hardware configuration for simplicity, is illustrate only in Fig. 1. However, it is also possible to use multiple hardware configurations as needed.

(configuration of processing unit)

Next, reference picture 2 to be described to the configuration for question and answer processing.Fig. 2 is example Show the block diagram of the configuration of processing unit 200 according to an embodiment of the invention.In the present embodiment, Processing unit 200 is the appendage of electronic equipment.

Module shown in Fig. 2 is implemented as the CPU 110 above with reference to described in Fig. 1, and uses RAM 120 program is loaded into execution, and for being cooperated with each hardware shown in Fig. 1. All or part of module can be realized by special hardware.

As shown in Fig. 2 processing unit 200 includes according to an embodiment of the invention：Keyword Detection unit 210, information acquisition unit 220, level determination unit 230 and answer determining unit 240。

The first database 250 shown in Fig. 2, which is stored, not to be asked the electronics of person's operation/use and sets Standby any information, also, second database 260 storage shown in Fig. 2 is described below Many answer lists.In an example, the first database 250 and the second database 260 belong to One identical storage device, and the identical storage device for example can be depositing for electronic equipment Equipment (all hard disks 140 as shown in Figure 1) is stored up, or can be via network and electronic equipment The storage device of connection.In another example, the first database 250 and the second database 260 belong to In two different storage devices, and the two different storage devices for example can be that electronics is set Standby different storage device (all ROM 130 and hard disk 140 as shown in Figure 1), or can be with It is the different storage device being connected via network with electronic equipment.

As described above, first, the input equipment 150 shown in Fig. 1 will be received to be inputted by inquirer The problem of, in other words, the problem is the problem of reception by electronic equipment.In an example, Inquirer such as by microphone, and can be inputted by input equipment 150 with voice mode Problem.In another example, inquirer can such as pass through keyboard by input equipment 150 Or touch-screen, and problem is inputted with text mode.Secondly, input equipment 150 will be via system Bus 180, will be sent to keyword detection unit 210 the problem of acquisition.

Then, as shown in Fig. 2 first, keyword detection unit 210 will pass through system bus 180 obtain problem from input equipment 150, and will detect that at least one is closed from the problem of getting Key word, wherein the key table shows the term for setting and operating electronic equipment, and these Term can be preset by manufacturer.As described above, obtain the problem of can be voice mode or Text mode, therefore, keyword detection unit 210 also includes recognition unit and keyword extraction Unit.First, in one embodiment, inquirer by microphone input problem (i.e., Problem is voice mode) in the case of, recognition unit will be by using existing speech recognition skill Art, such as voice based on HMM (hidden Markov model (Hidden Markov Model)) Identification technology, and text question will be identified as the problem of acquisition.In another embodiment, asking In the case that the person of asking inputs problem (that is, problem is text mode) by touch-screen, identification is single Member will be by using existing Character Recognition, such as OHR (online handwriting recognition) skill Art, and text question will be identified as the problem of acquisition.In addition, being asked in inquirer by input through keyboard In the case of topic, due to obtain the problem of be actually text question, therefore, recognition unit will not Corresponding identifying processing is performed to this kind of input problem.Secondly, keyword extraction unit will be from text At least one keyword is extracted in problem.

Information acquisition unit 220 will be based on the problem of acquisition or the problem of identification, from the first database The information of electronic equipment is obtained in 250.As described above, any information of electronic equipment can be deposited Storage is in the first database 250.In order to obtain more correct second level described below, and The final answer for obtaining the problem of most being matched with the intention of inquirer, is obtained by information acquisition unit 220 The information of the electronic equipment taken includes at least one of following information：The attribute information of electronic equipment, The current setup information of electronic equipment, the current context information of electronic equipment, the operation of electronic equipment Historical information, the quality information of the data exported from electronic equipment；Wherein, described electronic equipment Attribute information at least including electronic equipment brand message and/or electronic equipment version information.

By taking digital camera as an example, the attribute information of electronic equipment for example can be digital camera Brand (digital camera, the digital camera of B companies of such as company A), digital camera Version (the X123 digital cameras and Y123 digital cameras of such as company A).Electronics The current setup information of equipment for example can be digital camera information in automatic mode, number Word camera information in a manual mode, the EV (exposure value) of digital camera are set Information.The current context information of electronic equipment can for example pass through sensor and/or the GPS (whole world Alignment system) obtain, and for example can be that (such as numeral is shone for the position of digital camera The position of camera is backlight position).The operational history of electronic equipment for example can be inquirer Duration that custom, the digital camera person of being asked to digital camera are used, numeral are shone The duration that the function person of being asked of camera uses.The quality of the data exported from electronic equipment Information for example can be the quality of the photo exported from digital camera, be exported from digital camera Video quality.

In addition, as described above, information acquisition unit 220 according to obtain the problem of or identification the problem of, To obtain the information of electronic equipment.With problem, " photo is somewhat under-exposed, how to set my phase Exemplified by machine ", the information of the electronic equipment of acquisition can be exposure relevant information, such as electronic equipment EV configuration information, the current EV of electronic equipment, the current context information (example of electronic equipment Such as, backlighting environment) etc..

Now, Fig. 2 is returned to, keyword and information are detected in keyword detection unit 210 Acquiring unit 220 is obtained after the information of electronic equipment, and level determination unit 230 will be based on inspection The keyword measured determines first level, and the information based on the electronic equipment got is come really Fixed second level.Wherein, the first level represents that the knowledge of the function of electronic equipment is grasped Degree, in other words, the first level represents knowledge of the inquirer to the function of electronic equipment Grasping level.By taking digital camera as an example, the digital camera is expertly understood in inquirer In the case of the knowledge of function (for example, common function and/or function for specific demand), ask The first level for the person of asking is referred to as high level.In addition, not being expertly to understand the numeral in inquirer In the case of the knowledge of the function of camera, the first level of inquirer is referred to as low-level.In addition, Second level represents the correct degree that the particular type of electronic equipment is being operated, in other words, the Two levels represent the certain types of familiarity of the inquirer to electronic equipment.In an example In, expertly understand the digital camera of company A, without expertly understanding B public affairs in inquirer In the case of the digital camera of department, second level of the inquirer for the digital camera of company A It is referred to as high level, and inquirer is referred to as the second level of the digital camera of B companies Low-level.In another example, it is assumed that inquirer A and inquirer B uses identical Digital photographic Machine carrys out shooting image, then in the quality (illumination of such as image by the inquirer A images shot (illumination), the resolution ratio of image) it is better than by the feelings of the quality of the inquirer B images shot Under condition, inquirer A the second level is referred to as high level, and inquirer B the second level quilt Referred to as low-level.In addition, in inquirer A shooting image and inquirer in a manual manner all the time B is all the time in an automatic fashion in the case of shooting image, and inquirer A the second level is referred to as Gao Shui It is flat, and inquirer B the second level is referred to as low-level.

Specifically, in order to reduce computation complexity, level determination unit 230 includes first level The level determination unit 232 of determining unit 231 and second.

For first level determination, first level determining unit 231 will be by referring to first row Table, keyword based on detection determines first level；Wherein, the first list at least includes Term for setting and operating electronic equipment, and the value corresponding with the term, and one Individual value represents to be used to determine the importance of the corresponding term of first level.For example, first list is by manufacturing Business is based on such as TF-IDF (term frequency-inverse document frequency (Term Frequency-Inverse Document Frequency)) statistic algorithm of algorithm etc. and previously generate, and be stored in depositing for electronic equipment Store up in equipment (such as hard disk 140), or be stored in the storage being connected via network with electronic equipment In equipment.Table 1 below illustrates the exemplary first list of digital camera.

Table 1

Value	Term
		0.9	White balance
0.8	Spot light-metering
		0.7	Time for exposure
0.6	Exposure compensating
		0.3	It is unintelligible
0.2	Shutter

In one embodiment, in order to reduce computation complexity, first level determining unit 231 Flow chart 300 according to Fig. 3 determines first level：

First, in step S310, first level determining unit 231 in first list by looking into Look for, to obtain the value of the keyword each detected.For example, being calculated by using existing binary search Method, to obtain the value of the keyword each detected.

Second, in step s 320, first level determining unit 231 for detect keyword come The first score is calculated, wherein, first score is the total and/or average value of the value obtained.

Then, in step S330, first level determining unit 231 passes through by the first score and extremely A few first threshold is compared, to determine first level；Wherein, the number of the first threshold Amount and the value of the first threshold are for example pre-set by manufacturer, and together with first list by Storage.In an example, in the case where the first score is only compared with a first threshold, First level includes level 1 (all high levels described above) and level 2 (all low-levels described above). For example, in the case where the first score is more than or equal to the first threshold, first level is high level, This represents that the function person of being asked of electronic equipment grasps (that is, inquirer's understanding electronic equipment consummately Function knowledge).In addition, in the case where the first score is less than the first threshold, first level It is low-level, this represents that the function of electronic equipment is not asked person and grasps (that is, inquirer consummately The knowledge of the function of electronic equipment is not known about).In another example, in the first score and two first In the case that threshold value is compared, first level includes high level, the gentle low-level of reclaimed water.For example, In the case where the first score is simultaneously greater than the two first thresholds, first level is high level； First score is simultaneously less than in the case of the two first thresholds, and first level is low-level；In addition, In the case where the first score is between the two first thresholds, first level is middle level.In addition, First score can be compared with multiple first thresholds, and first level can include multiple classes Type.

By taking problem " photo is somewhat under-exposed, how to set my camera " as an example, the pass of detection Key word is " under-exposure ", and after being searched in above-mentioned table 1, the keyword Value is 0.7.First score of the keyword is, for example, 0.7.Assuming that the first score only with one One threshold value is compared, and the first threshold is pre-set to 0.5；Because the first score is big In first threshold, therefore, first level is confirmed as high level.

For the determination of the second level, the second level determination unit 232 will be by referring to secondary series Table, the information of the electronic equipment based on acquisition determines the second level；Wherein, the second list At least including the information of electronic equipment, the description corresponding with the information of electronic equipment, and with electricity The corresponding value of the information of sub- equipment, and a value represents that the electronics for being used to determine the second level is set The importance of standby corresponding information.For example, second list is also based on statistics and/or warp by manufacturer Test and previously generate, and be stored in the storage device of electronic equipment (such as hard disk 140), Or be stored in the storage device being connected via network with electronic equipment.Table 2 below shows The exemplary second list of digital camera.

Table 2

Shown in table 2 described above, some information of digital camera are all without corresponding value Such as the current context information of the attribute information of digital camera, and digital camera.In other words, The information of digital camera is not quantifiable, and the value of the information of digital camera is It is empty.In addition, some information of digital camera have corresponding value, such as digital camera The operational history of current setup information, digital camera, and digital camera quality Information.In other words, the information of digital camera is quantifiable.Wherein, digital camera It is some can the value of quantitative information can be determined based on statistics.For example, as shown in table 2, The duration that digital camera is used less than 50 it is small in the case of, the information it is corresponding Value is arranged to 0.3.Also, digital camera it is some can quantitative information value can based on warp Test to determine.For example, being Digital photographic in the current setting of digital camera as shown in table 2 Machine is in the case that manual mode and EV be set, and the analog value of the information is set For 0.7.

In one embodiment, in order to reduce computation complexity, the second level determination unit 232 Flow chart 400 according to Fig. 4 determines the second level：

First, in step S410, the second level determination unit 232 in second list by looking into Look for, come the value of the information that obtains the electronic equipment each obtained.If as described above, electronic equipment Dry information has corresponding value, and some information of electronic equipment do not have corresponding value.

Secondly, in the step s 420, the second level determination unit 232 is not sky for the value obtained , obtain electronic equipment information, to calculate the second score, wherein, second score is The total and/or average value of the value of acquisition.

Then, in step S430, the second level determination unit 232 passes through by the second score and extremely A few Second Threshold is compared, to determine the second level；Wherein, the number of the Second Threshold Amount and the value of the Second Threshold are for example pre-set by manufacturer, and together with second list by Storage.In addition, for determining that the operation of the second level is used to determine first level similar to above-mentioned Operation.For example, in the case where the second score is only compared with a Second Threshold, the second water It is flat also to include level 1 (all high levels described above) and level 2 (all low-levels described above). For example, in the case where the second score is more than or equal to the Second Threshold, the second level is high level, This represents that a kind of particular type of electronic equipment is not asked person and correctly operates (that is, inquirer Expertly understand the electronic equipment of the type).In addition, being less than the feelings of the Second Threshold in the second score Under condition, the second level is low-level, and this represents that a kind of particular type of electronic equipment is asked Person improperly operates (that is, inquirer understands the certain types of electronic equipment unskilledly).

As described above, during step S410-S430, the value for being based only upon acquisition is not empty, obtained The information of the electronic equipment taken, to determine the second level.However, in actual applications, sometimes, The second level will be may mistakenly determine that by this way.In an example, it is assumed that set using electronics Standby operational history determines the second level, wherein, the information is that inquirer is directed to company A Digital camera operational history.Inquirer using/operation electronic equipment be B The video camera of company and this be inquirer for the first time use the video camera in the case of, can estimate Count out, for determining the second level, the operational history of the digital camera of company A It is useless.Also, it is based only upon the operational history of the digital camera of company A and determines The second level will not with inquirer to the actual familiarity of the video camera of B companies correctly Match somebody with somebody.Accordingly, it would be desirable to which the information of the video camera of the B companies based on other acquisitions, determines second again Level.In another example, it is assumed that the second water is determined using the current setup information of electronic equipment It is flat, then it is that the electronic equipment is in manual mode and EV quilts in the current setting of the electronic equipment In the case of setting, by referring to table 2, the second level will be confirmed as high level.However, at this In the case that the current environment of electronic equipment is backlighting environment, it can estimate, the electronic equipment Initial setting up is wrong, and inquirer is actually unfamiliar with the electronic equipment, accordingly, it is determined that The second level should be adjusted to low-level.

Therefore, in order to obtain more correct second level, that is, the second level to make acquisition The actual familiarity of electronic equipment can correctly be matched with inquirer, can further used Be worth for it is empty, obtain electronic equipment information, to adjust the second level of determination.

As shown in figure 4, in step S440, the second level determination unit 232 following sentence It is disconnected, i.e., the second level determined in step S430, if with being empty according to the value of acquisition, obtaining The information of the electronic equipment taken and the information collision estimated.

It is determined that the second level with according to the value of acquisition for it is empty, obtain electronic equipment information And in the case of the information collision estimated, in step 450, the second level determination unit 232 will Adjust the second level determined.Otherwise, the second level determination unit 232 will not adjust the of determination Two levels.

Now, Fig. 2 is returned to, first level and the second level are determined in level determination unit 230 Afterwards, answer determining unit 240 by the keyword according to detection, obtain electronic equipment information, First level and the second level, determine phase response the problem of for obtaining from answer list Case.Wherein, answer list include first level, the second level and for problem corresponding answer it Between mapping.In one embodiment, answer determining unit 240 in answer list by looking into Look for, to determine answer the problem of for obtaining.In another embodiment, answer determining unit 240 include answer list acquiring unit 241 and answer acquiring unit 242.First, answer list is obtained Take unit 241 by the keyword according to detection, the information of electronic equipment obtained, first level and Second level, obtains answer list from the second database 260.Then, answer acquiring unit 242 Phase for problem will be obtained from the answer list got according to first level and the second level Answer answer.

In addition, according to multiple problems and multiple letters of electronic equipment that will be inquired by different inquirers Breath, and answering of being stored in the second database 260 is previously generated based on statistics and/or experience by manufacturer Case list.In an example, by bi-layer approach, stored to store in the second database 260 Answer list.In first layer, answer list is stored the problem of based on variety classes. In two layers, the problem of for each species, the actual intention for inquiring problem based on inquirer (is asked The intention of topic), to store corresponding answer list.

Therefore, in order to obtain it is can most being matched with the intention of inquirer, for obtain the problem of Answer, answer list acquiring unit 241 includes being intended to estimation unit 2411 and answer list selection is single Member 2412.

Be intended to estimation unit 2411 by the keyword according to detection, obtain electronic equipment information, First level and the second level, to estimate intention the problem of acquisition.In one embodiment, It is intended to flow chart 500 of the estimation unit 2411 according to Fig. 5 to estimate to be intended to, and at this In embodiment, first level and the second level are for example comprising high level and low-level.

First, in step S510, it is intended that estimation unit 2411 according to the keyword of detection, And the information of the electronic equipment obtained, to determine the initial settings information of electronic equipment.To ask Inscribe exemplified by " photo is somewhat under-exposed, how to set my camera ", the keyword of detection is " under-exposure ".Can be according to the information of the electronic equipment of acquisition, to determine " to expose with keyword The related initial settings information of light deficiency ".For example, initial settings information can be " it is automatic/ The information of manual mode setting ", the information of " exposure value setting ", " flash lamp, which is opened, to be set " Information etc..

In step S520, it is intended that estimation unit 2411 judges that the initial setting up of electronic equipment is No is mistake/conflict.For example, the current context information in electronic equipment is backlighting environment, simultaneously And the initial setting up of electronic equipment is that the electronic equipment is in manual mode and EV is set In the case of, the initial setting up of electronic equipment is wrong.

In the case where intention estimation unit 2411 judges the initial setting up mistake of electronic equipment, place Reason enters step S570；Otherwise, processing enters step S530.

In step S530, it is intended that estimation unit 2411 judges whether inquirer is to use before The same people of electronic equipment.In one embodiment, it is intended that estimation unit 2411 will be checked and ask Whether the mode asked questions has change.In the case where mode has change, it is intended that estimation unit 2411 It will be considered to, inquirer uses the same people of electronic equipment before not being.For example, being used before The people of electronic equipment always inquires that the problem of simple question but acquisition is unexpected as beginner In the case of being professional problem, it can interpolate that out that user has change.

Judge inquirer before not being using the same of electronic equipment being intended to estimation unit 2411 In the case of people, processing enters step S580；Otherwise, processing enters step S540.

In step S540, it is intended that estimation unit 2411 judge the second level be high level or Low-level.In the case of the second level is high-caliber, processing enters step S550；Otherwise, Processing enters step S580.

In step S550, it is intended that estimation unit 2411 judge first level be high level or Low-level.In the case of first level is low-level, processing enters step S561；Otherwise, Processing enters step S562.

In step S561, it is intended that estimation unit 2411 estimates inquirer and is familiar with electronic equipment Basic function, and inquirer inquiry problem it is intended that obtain electronic equipment it is senior Function.Further, it is possible to matched to the intention of inquirer, for obtaining the problem of it is corresponding Answer is the Premium Features of electronic equipment.

In step S562, it is intended that estimation unit 2411 estimates inquirer and operation electronics is set Rich experience is had, and inquirer inquires being set it is intended that obtaining operation electronics for problem Some standby promptings (tips).Further, it is possible to matched with the intention of inquirer, for obtain The problem of corresponding answer be operate electronic equipment prompting.

In step S570, it is intended that the second level will be considered as low-level by estimation unit 2411, And inquirer will be estimated and be unfamiliar with electronic equipment.

In step S580, it is intended that estimation unit 2411 judge first level be high level or Low-level.In the case of first level is low-level, processing enters step S591；Otherwise, Processing enters step S592.

In step S591, it is intended that it is electronic equipment that estimation unit 2411, which estimates inquirer, Beginner, and inquirer inquiry problem it is intended that obtain electronic equipment basic operation. Further, it is possible to matched to the intention of inquirer, for obtaining the problem of corresponding answer be electricity The basic operation of sub- equipment.

In step S592, it is intended that estimation unit 2411, which estimates inquirer, may change electricity The brand or version of sub- equipment, and inquirer inquires being set it is intended that obtaining electronics for problem Standby operating guidance, because the electronic equipment of different brands or version generally has different operations. Further, it is possible to matched to the intention of inquirer, for obtaining the problem of corresponding answer be electricity The operating guidance of sub- equipment.

After the intention for the problem of estimation unit 2411 estimates acquisition is intended to, answer list choosing Select unit 2412 will according to obtain the problem of, and estimate acquisition the problem of intention, from Answer list is selected in second database 260.As described above, answer list is deposited with bi-layer approach Storage.Therefore, in one embodiment, first, answer list selecting unit 2412 selection with The related answer list of the problem of acquisition.Then, answer list selecting unit 2412 from selection with In the related answer list of the problem of acquisition, the intention for the problem of selecting the acquisition with estimating is matched An answer list.

Finally, answer determining unit 240 will pass identified answer via system bus 180 The output equipment 160 shown in Fig. 1 is sent to, so that identified answer is shown or played to inquirer Case, or identified answer is output to special electronic equipment.

Hereinafter, by description according to an embodiment of the invention digital camera the problem of, is with answering Some illustrative examples of case processing.

(example 1)

Table 3-1 shows the problem of two by different inquirer's inputs are exemplary, Yi Jixiang The first level answered.Wherein, described two problems are related to the same function of digital camera.

Table 3-1

Problem	First level
		Photo is somewhat under-exposed, how to set my camera	High level
Face is somewhat dark, how to set my camera	Low-level

As shown in table 3-1, for problem, " photo is somewhat under-exposed, how to set my phase Machine", due to detecting keyword " under-exposure ", it therefore, it can by above-mentioned Searched in first list (such as table 1), to calculate the first score of the keyword detected.Example Such as, the first score of the keyword detected is 0.7, and higher than first threshold (such as 0.5), Therefore, first level will be confirmed as high level.For problem, " face is somewhat dark, how to set My camera", due to that can not detect keyword, therefore, the first score will be arranged to 0.Because the first score is less than first threshold (such as 0.5), therefore, first level will be determined For low-level.

Table 3-2 shows the exemplary information of digital camera, and corresponding second level.

Table 3-2

The information of digital camera	Second level
		Using the camera for a long time	High level
Camera has been changed recently	Low-level

In an example, it is assumed that the information of the digital camera of acquisition includes：Digital camera The current setup information of attribute information, digital camera, and the operation history of digital camera are believed Breath.Wherein, for example, it is the number of company A that the attribute information of digital camera, which is digital camera, Word camera, the current setup information of digital camera is that special setting is not present, and number The operational history of word camera is that digital camera is used about 100 hours (i.e., altogether Inquirer uses the digital camera some time).Therefore, by referring to above-mentioned second list (such as table 2), according to the information of the digital camera of acquisition, the second level will be confirmed as Gao Shui It is flat.

In another example, it is assumed that the information of the digital camera of acquisition includes：Digital camera Attribute information, and digital camera operational history.Wherein, for example, digital camera Attribute information be digital camera be company A digital camera, and digital camera Operational history is the operation history of the digital camera of B companies.Therefore, the second level will It is confirmed as low-level, because inquirer has changed digital camera recently.

Table 3-3 shows the answer list of exemplary acquisition.In addition, table 3-4 shows inquiry Person inquires the intention of problem, wherein, the intention shown in table 3-4 is corresponding to the answer row obtained Answer in table.

Table 3-3

Table 3-4

It is that high-level and the second level is also in first level as shown in table 3-3 and table 3-4 In the case of high-caliber, it can interpolate that out, the very familiar digital camera of inquirer, and it is right Operation digital camera has rich experience, so can interpolate that out, inquirer only wants to obtain Operate some promptings of digital camera.In addition, corresponding answer can be that " point of use is surveyed Light ".

In the case of first level is low-level and the second level is high-caliber, it can interpolate that out, Inquirer is familiar with the basic function of digital camera, and goes for some height of digital camera Level function.In addition, corresponding answer can be " exposure value is set to+；Pin the right by Button, and the main turntable that turns left ".

First level be high level and in the case of the second level is low-level, can interpolate that out, Inquirer has changed digital camera recently, and is familiar with digital camera, but for current number Word camera is beginner.Therefore, it is possible to judge, inquirer goes for operating guidance, And corresponding answer can " use spot light-metering；By up-right button to enter metering mode ".

In the case of first level is low-level and the second level is also low-level, it can sentence Break and, for being taken pictures by using digital camera, inquirer is beginner.Therefore, It can interpolate that out, inquirer goes for the basic function of digital camera, and answers accordingly Case can be " using flash lamp ".

(example 2)

Difference between above-mentioned example 1 and following example 2 is, has used digital camera Different information.In addition, according to following example 2, can interpolate that out, the Digital photographic used The information of machine is more, then more results in the answer more matched with the intention of inquirer.

Table 4-1 shows the problem of two by different inquirer's inputs are exemplary, Yi Jixiang The first level answered.Wherein, described two problems are related to the same function of digital camera. Because the content shown in table 4-1 is identical with the content shown in table 3-1, therefore, here will Omit detailed description.

Table 4-1

Problem	First level
		Photo is somewhat under-exposed, how to set my camera	High level
Face is somewhat dark, how to set my camera	Low-level

Table 4-2 shows the exemplary information of digital camera, and corresponding second level.

Table 4-2

In an example, it is assumed that the information of the digital camera of acquisition includes：Digital camera Attribute information, and digital camera current setup information.Wherein, for example, digital camera Attribute information be digital camera be company A digital camera, and digital camera Current setup information is that inquirer set EV on digital camera.Therefore, by referring to upper The table 2 stated, according to the information of the digital camera of acquisition, the second level will be confirmed as Gao Shui It is flat.

In another example, it is assumed that the information of the digital camera of acquisition includes：Digital camera Attribute information, and digital camera operational history.Wherein, for example, digital camera Attribute information be digital camera be company A digital camera, and digital camera Operational history is that inquirer never sets EV on digital camera.Therefore, it is possible to judge Go out, inquirer is unfamiliar with the basic operation of digital camera, and according to the Digital photographic of acquisition The information of machine, the second level will be confirmed as low-level.

In another example, it is assumed that the information of the digital camera of acquisition includes：Digital camera The current setup information of attribute information, digital camera, and digital camera current environment. Wherein, for example, it is the numeral photograph of company A that the attribute information of digital camera, which is digital camera, Camera, the current setup information of digital camera is that inquirer was set on digital camera EV, and the current environment of digital camera is backlighting environment.As noted previously, as the numeral The current environment of camera is backlighting environment, therefore, the current setting of digital camera (for example, EV is set on (on)) it is wrong.Therefore, it is possible to judge, inquirer is actually not It is familiar with digital camera, and the second level will be confirmed as low-level.

Table 4-3 shows the answer list of exemplary acquisition.Also, table 4-4 shows inquiry Person inquires the intention of problem, wherein, the intention shown in table 4-4 is corresponding to the answer row obtained Answer in table.

Table 4-3

Table 4-4

It is that high-level and the second level is also in first level as shown in table 4-3 and table 4-4 In the case of high-caliber, it can interpolate that out, the very familiar digital camera of inquirer, and it is right Operation digital camera has rich experience, and therefore, it is possible to judge, inquirer only wants to obtain Some promptings of digital camera must be operated.Also, corresponding answer can be that " point of use is surveyed Light ".

In the case of first level is low-level and the second level is high-caliber, it can interpolate that out, Inquirer may be only to there is some experiences, and be unfamiliar with the height of digital camera for the use of EV Level function.Therefore, it is possible to judge, inquirer go for digital camera some are senior Function, and corresponding answer can be " exposure value is set to+；The button on the right is pinned, And the main turntable that turns left ".

First level be high level and in the case of the second level is low-level, can interpolate that out, Inquirer may be changing to digital camera from digital camera.Therefore, it is possible to judge, ask The person of asking goes for operating guidance, and corresponding answer can " use spot light-metering；By the right side Upper button is to enter metering mode ".

In the case of first level is low-level and the second level is also low-level, it can sentence Break and, inquirer has been likely to purchase new digital camera, and operation digital camera is not appointed What experience.Therefore, it is possible to judge, inquirer goes for the basic function of digital camera, And corresponding answer can be " using flash lamp ".

First level be high level and the second level be low-level, while digital camera work as In the case that preceding environment is backlighting environment, it can interpolate that out, inquirer may learn on books Digital camera, but experience is seldom in terms of digital camera is operated.Therefore, it is possible to judge, Inquirer goes for the basic function of digital camera, and corresponding answer can " be made With spot light-metering, and enable flash compensation ".

In first level be low-level and the second level is also low-level, while digital camera Current environment be backlighting environment in the case of, can interpolate that out, inquirer to operation Digital photographic Machine is unfamiliar with, and goes for the basic function of digital camera.Therefore, corresponding answer Can be " disabling EV, and use flash lamp ".

As described above, the present invention utilize occur in problem for setting and operate specific electron to set Standby term, and the specific electronic equipment set information, come estimate inquirer inquire problem reality It is intended to.In addition, the present invention utilizes answer list, in first level, the second level and for identical Or mapping is set up between the different answers of Similar Problems, also, answer list can correspond to inquiry Person inquires the intention of corresponding problem.Therefore, by present invention determine that the answer for problem can Most matched with the actual intention of inquirer.Furthermore it is possible to improve the satisfaction that inquirer is handled QA Degree.

(overall process)

Next, with reference to Fig. 6, to describe to configure the total of execution by the embodiment shown in Fig. 2 Body processing.Fig. 6 is the process for schematically showing overall process according to an embodiment of the invention Flow chart 600.

As described above, first, the input equipment 150 shown in Fig. 1 will be received to be inputted by inquirer The problem of.Also, inquirer can input problem with voice mode or with text mode.Secondly, Input equipment 150 will will be sent to keyword search via system bus 180 the problem of acquisition Unit 210.

Then, as shown in fig. 6, in keyword search step S610, keyword detection unit 210 Problem will be obtained from input equipment 150 by system bus 180, and will be from the problem of getting In, detect at least one keyword.Wherein, the keyword represents to be used to setting and operating electronics The term of equipment.

As described above, the problem of obtaining can be voice mode or text mode, therefore, closing In key word detecting step S610, keyword detection unit 210 first can be for example by using existing Speech recognition technology, or by using existing Character Recognition, to recognize acquisition To the problem of, then, keyword detection unit 210 can from identification the problem of in, extract at least One keyword.

In information acquiring step S620, information acquisition unit 220 will based on get the problem of or The problem of identification, the information of electronic equipment is obtained from the first database 250.Wherein, acquisition The information of electronic equipment includes at least one of following information：The attribute information of electronic equipment, electricity The current setup information of sub- equipment, the current context information of electronic equipment, the operation of electronic equipment is gone through History information, the quality information of the data exported from electronic equipment；Also, the attribute letter of electronic equipment Breath at least includes the brand message of electronic equipment, and/or electronic equipment version information.

In first level determines step S630, first level determining unit 231 will be by referring to upper The first list stated, first level is determined based on the keyword detected, wherein, described first Level represents the degree that the knowledge of the function of electronic equipment is grasped.In one embodiment, The detailed processing of first level determining unit 231 is referred to the flow chart shown in above-mentioned Fig. 3 300。

In the second level determines step S640, the second level determination unit 232 will be by referring to upper The second list stated, the second level is determined based on the information of the electronic equipment got, wherein, Second level represents the correct degree that the particular type of electronic equipment is being operated.In one kind In embodiment, the detailed processing of the second level determination unit 232 is referred in above-mentioned Fig. 4 Shown flow chart 400.

In estimating step S650 is intended to, it is intended that estimation unit 2411 is by according to the key detected Word, the information of the electronic equipment got, first level and the second level, to estimate what is got The intention of problem.In one embodiment, it is intended that the detailed processing of estimation unit 2411 can be with Flow chart 500 with reference to shown in above-mentioned Fig. 5.

In answer list selection step S660, answer list selecting unit 2412 will be according to acquisition To the problem of and the problem of of getting estimation intention, select to answer from the second database 260 Case list, wherein, answer list includes reflecting between first level, the second level and corresponding answer Penetrate.

Then, in answer obtaining step S670, answer acquiring unit 242 will be according to first level With the second level, determined from the answer list of selection for corresponding answer the problem of getting.

Finally, answer acquiring unit 242 will transmit the answer of determination via system bus 180 To the output equipment 160 shown in Fig. 1, so that identified answer is shown or played to inquirer, Or identified answer is output to special electronic equipment.

(question and answer system)

As described above, the processing unit 200 shown in Fig. 2 belongs to a part for electronic equipment. In practical application, processing unit 200 can also be used as independent equipment.Therefore, make The exemplary application handled for the above mentioned problem performed by processing unit 200 with answer, next The problem of by reference picture 7 to describe exemplary and answer system.Fig. 7 is exemplified with according to the present invention It is exemplary the problem of with the arrangement of answer system 700.

As shown in fig. 7, according to the problem of the present invention with answer system 700 include electronic equipment 710, Above-mentioned processing unit 200, and server 730.Wherein, electronic equipment 710, processing unit 200 and server 730 be connected with each other via network 720.In addition, network 720 can be provided such as Under data transfer path, the data transfer path is used for electronic equipment 710, processing unit 200th, the transmission such as server 730 data, from electronic equipment 710, processing unit 200, service The grade of device 73 transmits data, or mutually transmits data between them.In addition, system bus is (not Show) can be for alternate network 720.In addition, server 730 may be used as above-mentioned One database 250, the second above-mentioned database 260, and it is above-mentioned be used to storing first list, The memory of second list, first threshold and Second Threshold.

As described above, first, electronic equipment 710 will obtain the problem of being inputted by inquirer.Electronics Equipment 710 can be any kind of electronic equipment, as long as it has question and answer processing i.e. Can, such as PDA, mobile phone, digital camera, video camera, MFP, notebook computer or Other suitable electronic equipments.Also, electronic equipment 710 can have identical with described in Fig. 1 Hardware configuration.

Secondly, the problem of electronic equipment 710 will be getting is sent to the defeated of processing unit 200 Enter equipment 150.Also, processing unit 200 is by the description according to above-mentioned reference picture 2 to Fig. 6, To determine answer the problem of for getting.

Then, the answer for the problem of processing unit 200 is by for getting, is sent to electronics Equipment 710.Also, electronic equipment 710 will export corresponding answer to inquirer.

As described above, inquirer can input problem with voice mode or with text mode.Also, In this case, the problem of processing unit 200 first obtains identification.It is used as optional solution Certainly scheme, can also perform identifying processing by independent identification equipment.Therefore, problem is with answering Case system 700 also includes identifying device 740.Wherein, identifying device 740 is via network 720, and It is connected with electronic equipment 710, processing unit 200 and server 730.

Need what is be identified after the acquisition problem of electronic equipment 710, and the problem of getting In the case of, electronic equipment 710 will be being sent to identifying device 740 the problem of getting.Then, Identifying device 740 for example will be by using existing speech recognition technology, or by using existing Some Character Recognitions, to recognize the problem of getting, with asking for obtaining and get The corresponding text of topic.Then, processing unit 200 will be corresponding according to the problem of with getting The text of identification, to determine answer the problem of for getting.

As described above, by using the present invention, can determine the pin most matched with the intention of inquirer Answer to problem.Therefore, above-mentioned the problem of, also can determine with inquirer's with answer system It is intended to the answer for problem most matched.

Above-mentioned all units be for realize the exemplary of the processing described in the disclosure and/or It is preferred that module.These units can be hardware cell (such as field programmable gate array (FPGA), Digital signal processor, application specific integrated circuit etc.) and/or software module (such as computer-readable journey Sequence).Unit for realizing various steps is not described at large above.However, carrying out certain existing In the case of the step of one processing, there may be the corresponding function module for realizing same treatment or Unit (is realized) by hardware and/or software.In disclosure herein, including based on description the step of And the technical scheme of all combinations of the unit corresponding with these steps, as long as this constituted A little technical schemes are complete and are applicable.

If in addition, the processing unit 200 being made up of various units shown in Fig. 2 partly or Fully by software construction, then processing unit 200 can be stored in the hard disk 140 shown in Fig. 1 In.On the other hand, if the processing unit 200 shown in Fig. 2 is partly or wholly by hard Part or firmware configuration, as long as the need for existing in the electronic device to question and answer processing, then It can be incorporated into processing unit 200 as functional module in the electronic equipment.

The method and device of the present invention can be implemented in several ways.For example, can be by soft Part, hardware, firmware or any combination of this three, to implement the method and device of the present invention.On The order of the step of method of face description is only intended to illustrate, also, the step of the method for the present invention The rapid order for being not limited to be described in detail above, unless otherwise specified.In addition, in some realities Apply in mode, the present invention may be embodied in recording program in the recording medium, including for reality The machine readable instructions of existing the method according to the invention.Therefore, present invention also contemplates that being stored with is used for Realize the recording medium of the program of the method according to the invention.

Although some specific embodiments of the present invention are described in detail above with example, this Field it will be appreciated by the skilled person that above-mentioned example is only intended to illustrate, without limiting this hair Bright scope.It will be understood by those of skill in the art that can without departing from the scope of the present invention and In the case of spirit, above-described embodiment is retrofited.The scope of the present invention is by appended right It is required that to define.

Claims (21)

1. a kind of processing unit, the processing unit includes：

Keyword detection unit, it is configured to from the problem of reception by electronic equipment, and detection is extremely A few keyword；

Information acquisition unit, it is configured to be based on described problem, and institute is obtained from the first database State the information of electronic equipment；

Level determination unit, it is configured to based on the keyword detected, to determine to represent described The first level for the degree that the knowledge of the function of electronic equipment is grasped, and based on the institute got The information of electronic equipment is stated, is being operated determining the particular type for representing the electronic equipment Second level of correct degree；And

Answer determining unit, it is configured to according to the keyword detected, the electricity got The information of sub- equipment, the first level and second level, determine to be directed to from answer list The corresponding answer of one of described problem.

2. processing unit according to claim 1, wherein, the electronic equipment got Information include at least one of following information：

The attribute information of the electronic equipment, the current setup information of the electronic equipment, the electricity The current context information of sub- equipment, the operational history of the electronic equipment and from the electronics The quality information of the data of equipment output；

Wherein, the attribute information of the electronic equipment at least includes the brand of the electronic equipment Information, and/or the electronic equipment version information.

3. the processing unit according to claim 1 or claim 2, wherein, the level Determining unit includes：

First level determining unit, it is configured to by referring to first list, based on what is detected Keyword determines the first level；And

Second level determination unit, it is configured to by referring to second list, based on what is got The information of the electronic equipment determines second level；Wherein,

The first list at least include be used for set and operate the electronic equipment term and with The corresponding value of the term, wherein, a value represents to be used to determine the corresponding of the first level The importance of term；

The second list at least information including the electronic equipment, the letter with the electronic equipment The corresponding description of manner of breathing and the value corresponding with the information of the electronic equipment, wherein, a value Represent the importance of the corresponding information of the electronic equipment for determining second level.

4. processing unit according to claim 3, wherein, the first level determining unit Including：

It is configured to obtain the keyword each detected by searching in the first list The unit of value；

It is configured to calculate the unit of the first score for the keyword detected, wherein, it is described First score is the total and/or average value of the value obtained；

It is configured to by being compared to first score and at least one first threshold to determine The unit of the first level.

5. processing unit according to claim 3, wherein, second level determination unit Including：

It is configured to obtain the electronics each got by searching in the second list The unit of the value of the information of equipment；

Be configured to for the value that obtains for the information of the electronic equipment that is empty, getting come The unit of the second score is calculated, wherein, second score is the total and/or average value of the value obtained；

It is configured to by being compared to second score and at least one Second Threshold to determine The unit of second level.

6. processing unit according to claim 5, wherein, second level determination unit Also include：

It is configured to the unit of the second level determined by being adjusted by being judged, the judgement It is to judge whether identified second level is the electricity that is empty, getting with the value according to acquisition The information of sub- equipment and the information estimated mutually conflict.

7. the processing unit according to claim 1 or claim 2, wherein, the answer Determining unit includes：

Answer list acquiring unit, it is configured to according to the keyword detected, the institute got The information, the first level and second level of electronic equipment are stated, is obtained from the second database Take the answer list；And

Answer acquiring unit, it is configured to according to the first level and second level, from The corresponding answer for described problem is obtained in the answer list got.

8. processing unit according to claim 7, wherein, the answer list acquiring unit Including：

It is intended to estimation unit, it is configured to set according to the keyword detected, the electronics got Standby information, the first level and second level, to estimate the intention of described problem；

Answer list selecting unit, it is configured to the described problem according to described problem and estimation Intention, the answer list is selected from second database.

9. processing unit according to claim 8, wherein, the first level and described Two levels include level 1 and level 2；Wherein：

For the first level, the level 1 represents that the function of the electronic equipment is refined Cultivated land is grasped, and the level 2 represents that the function of the electronic equipment is not slapped by consummate Hold；

For second level, the level 1 represents that the electronic equipment is correctly grasped Make, and the level 2 represents that the electronic equipment is disk may operate improperly.

10. processing unit according to claim 9, wherein, the intention of the described problem of estimation Including：

The first level be the level 1 and second level be the level 1 feelings Under condition, being intended that of the described problem of estimation is expected corresponding with the prompting of the operation electronic equipment Answer；

The first level be the level 1 and second level be the level 2 feelings Under condition, the described problem of estimation be intended that expectation it is corresponding with the operating guidance of the electronic equipment Answer；

The first level be the level 2 and second level be the level 1 feelings Under condition, the described problem of estimation be intended that expectation it is corresponding with the Premium Features of the electronic equipment Answer；

The first level be the level 2 and second level be the level 2 feelings Under condition, the described problem of estimation be intended that expectation it is corresponding with the basic operation of the electronic equipment Answer.

11. processing unit according to claim 10, wherein, in the answer list got In include for the corresponding answer of described problem：

The first level be the level 1 and second level be the level 1 feelings Under condition, the corresponding answer for described problem is the prompting that operates the electronic equipment；

The first level be the level 1 and second level be the level 2 feelings Under condition, for described problem corresponding answer be the electronic equipment the operating guidance；

The first level be the level 2 and second level be the level 1 feelings Under condition, for described problem corresponding answer be the electronic equipment the Premium Features；

The first level be the level 2 and second level be the level 2 feelings Under condition, for described problem corresponding answer be the electronic equipment the basic operation.

12. a kind of question and answer system, described problem includes with answer system：

Electronic equipment, it is configured to acquisition problem, and exports the answer for described problem；

The processing unit described in any claim in claim 1 to claim 11, The processing unit is configured to determine the answer for described problem.

13. question and answer system according to claim 12, described problem and answer system Also include：

Identifying device, it is configured to recognize described problem, corresponding with described problem to obtain Text；

Wherein, the processing unit is according to the text corresponding with described problem of identification, to determine For the answer of described problem.

14. a kind of processing method, the treating method comprises：

Keyword search step, from the problem of reception by electronic equipment, detects that at least one is crucial Word；

Information acquiring step, based on described problem, obtains the electronic equipment from the first database Information；

Level determines step, based on the keyword detected, to determine to represent the electronic equipment The first level for the degree that the knowledge of function is grasped, and based on the electronic equipment got Information, to determine the correct degree that the particular type for representing the electronic equipment is being operated Second level；And

Answer determines step, according to the keyword detected, the letter of the electronic equipment got Breath, the first level and second level, are determined for described problem from answer list One corresponding answer.

15. processing method according to claim 14, wherein, the electronics got is set Standby information includes at least one of following information：

The attribute information of the electronic equipment, the current setup information of the electronic equipment, the electricity The current context information of sub- equipment, the operational history of the electronic equipment, set from the electronics The quality information of the data of standby output；

Wherein, the attribute information of the electronic equipment at least includes the brand of the electronic equipment Information, and/or the electronic equipment version information.

16. the processing method according to claim 14 or claim 15, wherein, the water It is flat to determine that step includes：

First level determines step, by referring to first list, based on the keyword detected come really The fixed first level；And

Second level determines step, by referring to second list, is set based on the electronics got Standby information determines second level；Wherein,

The first list at least include be used for set and operate the electronic equipment term and with The corresponding value of the term, wherein, a value represents to be used to determine the corresponding of the first level The importance of term；

The second list at least information including the electronic equipment, the letter with the electronic equipment The corresponding description of manner of breathing and the value corresponding with the information of the electronic equipment, wherein, a value Represent the importance of the corresponding information of the electronic equipment for determining second level.

17. processing method according to claim 16, wherein, the first level determines step Suddenly comprise the following steps：

By being searched in the first list, to obtain the value of the keyword each detected；

The first score is calculated for the keyword detected, wherein, first score is to obtain Value total and/or average value；

By the way that first score and at least one first threshold are compared, to determine described One level.

18. processing method according to claim 16, wherein, second level determines step Suddenly comprise the following steps：

By being searched in the second list, to obtain the electronic equipment each got The value of information；

Value for acquisition is not the information of the electronic equipment that is empty, getting, to calculate the Two scores, wherein, second score is the total and/or average value of the value obtained；

By the way that second score and at least one Second Threshold are compared, to determine described Two levels.

19. processing method according to claim 18, wherein, second level determines step It is rapid further comprising the steps of：

Second level determined by being adjusted by being judged, the judgement is to judge identified Second level whether with according to the value of acquisition for the information of the electronic equipment that is empty, getting The information of estimation mutually conflicts.

20. the processing method according to claim 14 or claim 15, wherein, it is described to answer Case determines that step includes：

Answer list acquiring step, according to the keyword detected, the electronic equipment got Information, the first level and second level, the answer is obtained from the second database List；And

Answer obtaining step, according to the first level and second level, from answering for getting The corresponding answer for described problem is obtained in case list.

21. processing method according to claim 20, wherein, the answer list obtains step Suddenly include：

Be intended to estimating step, according to the keyword detected, the information of the electronic equipment got, The first level and second level, to estimate the intention of described problem；

Answer list selects step, according to described problem and the intention of the described problem of estimation, from The answer list is selected in second database.