CN107229658A - Problem feedback information processing method and processing device - Google Patents
Problem feedback information processing method and processing device Download PDFInfo
- Publication number
- CN107229658A CN107229658A CN201610179877.0A CN201610179877A CN107229658A CN 107229658 A CN107229658 A CN 107229658A CN 201610179877 A CN201610179877 A CN 201610179877A CN 107229658 A CN107229658 A CN 107229658A
- Authority
- CN
- China
- Prior art keywords
- feedback information
- information
- user message
- problem feedback
- list
- Prior art date
- Legal status (The legal status is an assumption and is not a legal conclusion. Google has not performed a legal analysis and makes no representation as to the accuracy of the status listed.)
- Granted
Links
Classifications
-
- G—PHYSICS
- G06—COMPUTING; CALCULATING OR COUNTING
- G06F—ELECTRIC DIGITAL DATA PROCESSING
- G06F16/00—Information retrieval; Database structures therefor; File system structures therefor
- G06F16/30—Information retrieval; Database structures therefor; File system structures therefor of unstructured textual data
- G06F16/33—Querying
- G06F16/338—Presentation of query results
-
- G—PHYSICS
- G06—COMPUTING; CALCULATING OR COUNTING
- G06F—ELECTRIC DIGITAL DATA PROCESSING
- G06F16/00—Information retrieval; Database structures therefor; File system structures therefor
- G06F16/30—Information retrieval; Database structures therefor; File system structures therefor of unstructured textual data
- G06F16/31—Indexing; Data structures therefor; Storage structures
- G06F16/313—Selection or weighting of terms for indexing
-
- G—PHYSICS
- G06—COMPUTING; CALCULATING OR COUNTING
- G06Q—INFORMATION AND COMMUNICATION TECHNOLOGY [ICT] SPECIALLY ADAPTED FOR ADMINISTRATIVE, COMMERCIAL, FINANCIAL, MANAGERIAL OR SUPERVISORY PURPOSES; SYSTEMS OR METHODS SPECIALLY ADAPTED FOR ADMINISTRATIVE, COMMERCIAL, FINANCIAL, MANAGERIAL OR SUPERVISORY PURPOSES, NOT OTHERWISE PROVIDED FOR
- G06Q30/00—Commerce
- G06Q30/01—Customer relationship services
- G06Q30/015—Providing customer assistance, e.g. assisting a customer within a business location or via helpdesk
- G06Q30/016—After-sales
Abstract
The embodiment of the present application discloses problem feedback information processing method and processing device, wherein, methods described includes：Obtain instant messaging and apply the user message produced in preset group；The user message received is parsed, judges whether include problem feedback information in the user message；If including problem feedback information in the user message, described problem feedback information is extracted from the user message；Described problem feedback information is added in preset list, carries out collecting displaying will pass through the problem of list will be submitted by instant messaging application group feedback information.By the embodiment of the present application, collection efficiency the problem of when can improve E-commerce transaction platform emerged in operation problem, and then improve the solution efficiency of problem.
Description
Technical field
The application is related to communication technical field, more particularly to provide a kind of problem feedback information processing method and
Device.
Background technology
With the constantly improve of E-commerce transaction platform, and the technology such as traditional communication, mobile communication is fast
Speed development, increasing people obtain Fang Fang required in daily life by way of shopping online
The commodity in face face.E-commerce transaction platform during operation, can be potentially encountered some technical problems,
Traffic issues etc., (such as, " double 11 " in annual November 11 especially during some trade promotions
Period etc.), due to increasing considerably for portfolio, run into technical problem, traffic issues probability also significantly
Increase.
Some E-commerce transaction platforms can be by related staff (such as including contact staff, technology branch
Hold personnel etc.) it is integrated into the group of instant messaging application, wherein, contact staff by seller or can buy
(such as, there is exception, certain promotional price Pending The Entry Into Force, certain business to the problem of being solved the need for family's feedback in certain order
The problems such as product can not be bought) or operation during find the problem of etc. be input to the group in form of a message
In group, technical support personnel then needs the message checked in time in group, and is related in certain message is confirmed
The problem of the problem of go to solve corresponding when being to one's name in charge of.But, on the one hand, technical support personnel is often
It is able to can not accomplish to pay close attention to the message in the group in real time because some problems are solved, it is thus possible to can leak
The problem of falling some feedbacks so that can not be solved in time the problem of some feedbacks；On the other hand, from visitor
Take personnel's feedback problem long to the path that technical support personnel solves problem, can also influence to solve the problems, such as
Promptness, solves the less efficient of problem.
In a word, solution efficiency during E-commerce transaction platform emerged in operation problem how is improved, as need
The technical problem for wanting those skilled in the art to solve.
The content of the invention
This application provides a kind of problem feedback information processing method and processing device, e-commerce transaction can be improved and put down
The problem of during platform emerged in operation problem collection efficiency, and then improve problem solution efficiency.
This application provides following scheme：
A kind of problem feedback information processing method, including：
Obtain instant messaging and apply the user message produced in preset group；
The user message received is parsed, judges whether include problem feedback letter in the user message
Breath；
If including problem feedback information in the user message, asked from the user message described in extraction
Inscribe feedback information；
Described problem feedback information is added in preset list, will be by described will pass through the list
The problem of instant messaging application group is submitted feedback information carries out collecting displaying.
A kind of problem feedback information processing unit, including：
User message obtaining unit, for obtaining instant messaging using the user message produced in preset group；
Resolution unit, for being parsed to the user message received, judge in the user message whether
Include problem feedback information；
Extraction unit, during for including problem feedback information in the user message, from the user message
Middle extraction described problem feedback information；
Display unit is added, for described problem feedback information to be added in preset list, will pass through
The problem of list will be submitted by instant messaging application group feedback information carries out collecting displaying.
The specific embodiment provided according to the application, this application discloses following technique effect：
In the embodiment of the present application, instant messaging application can be obtained by being monitored to instant messaging application
User profile in preset group, problem is included by being parsed and being determined to user message in user message
After feedback information, problem feedback information can be added in preset list to carry out collecting displaying, with this,
Can by way of automation to being submitted by preset group the problem of feedback information be collected, can avoid leading to
Situation about being omitted when artificially collecting is crossed, the collection efficiency of problem is improved, so as to shorten from feedback problem
To the path of the problem of solution, the solution efficiency of Upgrade Problem.
Certainly, any product for implementing the application it is not absolutely required to while reaching all the above advantage.
Brief description of the drawings
, below will be to implementing in order to illustrate more clearly of the embodiment of the present application or technical scheme of the prior art
The accompanying drawing used required in example is briefly described, it should be apparent that, drawings in the following description are only
Some embodiments of the present application, for those of ordinary skill in the art, are not paying creative work
Under the premise of, other accompanying drawings can also be obtained according to these accompanying drawings.
Fig. 1 is the system block diagram that the embodiment of the present application is provided；
Fig. 2 is the flow chart for the method that the embodiment of the present application is provided；
Fig. 3 is the interface schematic diagram for the method that the embodiment of the present application is provided；
Fig. 4 is the interface schematic diagram for the method that the embodiment of the present application is provided；
Fig. 5 is the schematic diagram for the device that the embodiment of the present application is provided.
Embodiment
Below in conjunction with the accompanying drawing in the embodiment of the present application, the technical scheme in the embodiment of the present application is carried out clear
Chu, it is fully described by, it is clear that described embodiment is only some embodiments of the present application, rather than
Whole embodiments.Based on the embodiment in the application, those of ordinary skill in the art obtained it is all its
His embodiment, belongs to the scope of the application protection.
In order to improve problem collection efficiency, referring to shown in Fig. 1, it is anti-that the embodiment of the present application provides a problem
Feedforward information processing system 10, the user that the system is mainly directed towards can need to solve the technology branch of particular problem
Personnel etc. are held, that is, technical support personnel can be by logging in the system, the problem of checking specific collects knot
Really, without voluntarily finding to be solved from the message group in instantaneous communication system the problem of.It is specific real
Now, the problem feedback information processing system 10 can be docked with instant messaging using 20, with to IMU
Letter is monitored using 20, by applying the user produced in preset group to disappear the instant messaging got
Breath is parsed, and determines to include after problem feedback information in user message, and problem feedback information is added to
In preset list and it can carry out collecting displaying, can be by way of automation to passing through preset group with this
The problem of submission, feedback information was collected, and can avoid passing through situation about being omitted when artificially collecting, and improved
The collection efficiency of problem, so as to shorten the path from feedback problem to the problem of solution, the solution of Upgrade Problem
Efficiency., can also be by being parsed user message to determine in order to further improve the solution efficiency of problem
The feedback information that goes wrong is corresponding to be solved people's information and is added in list, notifies that solving people goes solution to be more convenient for
Certainly problem or solve people by check list with time recognize needs oneself solve the problem of.In addition, may be used also
The corresponding status information of problem feedback information is further determined that after it is determined that solving people's information and is added to list
In, management can be made a distinction to problem feedback information according to the status information, solve the complete dual problem of people
After the processing of feedback information, it can also change corresponding status information and send logical into preset group by system
Know message, feedback information processing system the problem of to realize a closed loop.
Concrete implementation mode is described in detail below.
Referring to Fig. 2, this embodiment offers a kind of problem feedback information processing method, comprise the following steps：
S101, obtains instant messaging and applies the user message produced in preset group.
Wherein, it may include the relevant staff of E-commerce transaction platform in preset group, with instant messaging
Using for Ali it is prosperous exemplified by, preset group can be group number for " 123456 ", group it is entitled " problem feeds back group "
The prosperous group of Ali, may include contact staff, technical support personnel of Taobao etc. in this group.For example, a kind of
Typically scene can be：Contact staff by with transaction platform the first user (buyer user, consumption
Person user) or second user (seller user, businessman etc.) linked up, receive the first user or the
The problem of feedback that two users submit, and transmission group's message in the group.It is of course also possible to be technology people
All kinds of problems present in the system operation that member voluntarily has found, and by sending group's message informing to other technologies
Personnel, etc..
In the embodiment of the present application, problem feedback information processing system can be by accessing the prosperous server of Ali
Preset interface, is polled request, and obtain " problem feedback to particular cluster message to the prosperous server of Ali
The user message of acquisition, then can be added in preset queue and wait into one by the user message produced in group "
Step processing.
When implementing, the mode of user message is obtained, than reading " problem such as by polling mode
User message in feedback group ", i.e., read once in " problem feeds back group " every the first preset time and produce
User message, the first preset time can be set according to the actual requirements, in the present embodiment, can be by
One preset time is set to 5 seconds.
For another example, can also be by receiving by instant messaging application (i.e. the prosperous server of Ali) every second
User message in " problem feeds back group " that preset time is sent, the second preset time can be according to actual need
Ask and set, in the present embodiment, the second preset time can be set to 8 seconds.
S102, is parsed to the user message received, judges whether include problem in the user message
Feedback information.
In the present embodiment, can judge whether include problem feedback information in user message in several ways.
For example, one way in which is, judge to whether there is the first preset format words in the user message
Segment information, problem feedback information is included if it is present can determine that in the user message.
When implementing, the first form can be defined in advance, and be supplied to group member, so,
Group member send group's message when, if wherein include problematic feedback information, can according to this first
Form enters edlin to sent user message, and is sent in group, so, and system is receiving this
After the user message of sample, it is possible to by the judgement to the first form, determine whether there is problem feedback
Information.Specifically, the first preset format fields information can have a variety of specific forms, for example,
It may be set to, started with " # " under one way in which, and the content terminated with " # ", etc..So,
Group member is when editing user message, if this user message is to be used to express certain problem feedback information,
" # " then can be first inputted, the problem of then inputting specific describes text, afterwards, then be terminated with " # ",
So, system can just can be identified as the content between two of which " # " related to problem feedback information
Content.
Such as, user message include " the problem of # hotels are wireless sub-venue, citing ID xxxxxx,
Xxx83791703, if do not come into force platform label " revelry valency " # ", then can represent that user message includes
The first preset format fields information, with this, can determine that out and problem feedback information is included in the user message.
It is another to judge whether the mode comprising problem feedback information be in user message, by described
User message carries out semantic analysis, judges whether include problem feedback information in the user message.
When implementing, semantic analysis can be carried out to user message by existing semantic analysis, such as
Can be by carrying out participle to user message, being carried out to steps such as each participle counterweight, the keywords extracted in participle
Semantic analysis, therefrom judges whether include problem feedback information in user message.Due to the reality of semantic analysis
Existing mode, belong to prior art and and be not belonging to the invention emphasis of the embodiment of the present application, therefore, do not do herein
It is described in detail.
In actual applications, can directly judge whether include problem in the user message by such a mode
Feedback information, also can be in the user message be not present the first preset format fields information in the case of,
Judge whether include problem feedback information in the user message by such a mode again.
S103, if including problem feedback information in the user message, is extracted from the user message
Described problem feedback information.
Problem feedback letter is included in user message is determined by modes such as form judgement or semantic analyses
After breath, the feedback message that goes wrong can be extracted directly from the user message.Such as, user message is " #
The problem of hotel is wireless sub-venue, illustrate ID xxxxxx, xxx83791703, if " the revelry of platform label
Valency " does not come into force # ", with this, the feedback information that goes wrong can be extracted from the user message, i.e., " hotel is wireless
The problem of sub-venue, illustrate ID xxxxxx, xxx83791703, and platform label ' revelry valency ' does not come into force ".
S104, described problem feedback information is added in preset list, will be logical will pass through the list
The problem of instant messaging application group is submitted feedback information is crossed to carry out collecting displaying.
After problem feedback information is added into preset list, each bar problem feedback that list can be included
Information carries out collecting displaying, can count at any time so as to back-stage management personnel, problem of management feedback information, according to
The disposition of problem feedback information carries out subsequent operation, also Resolving probiems personnel etc. can be easy to check in time
The problem of into list feedback information.
In actual applications, problem feedback information can be carried out in several ways collecting displaying.
For example, one of which implementation can be to provide the first option of operation for checking the list,
When receiving the request for checking the list by first option of operation, show what the list included
Each bar problem feedback information.
Referring to shown in Fig. 3, the first operation choosing can be provided in the interface 31 related to the list in systems
, such as, can be " inquiry " button 32, while can provide for selecting the option of operation of " service line "
(such as can be drop-down menu form) 33, for select " state " option of operation (such as can be drop-down
Menu-style) 34, when user clicks on " inquiry " button 32, the request for checking list is as received, then
The feedback information the problem of list includes can be shown.Certainly, can be according to " service line ", " state "
Selection it is different and show different displaying results, acquiescence selection " whole service lines " can be set, " all
State ", that is, correspond to and show all problems feedback information that the list includes.
Or, technical staff checks problem list by number of ways for convenience, can also provide others
The mode of showing problem list.Specifically, the user that can provide a mean for the instant messaging application disappears
Breath initiates to check feedback information processing system the problem of in the format information of the list request, the embodiment of the present application
System, if monitoring a user message meets the form, can be opened up during user message is monitored
Each bar problem feedback information that problem list includes is shown.
For example, checking the user message format information of the list request, it can may be set to "@robots ".
So, when technical staff wants to check problem list, but problem feedback information processing system is not signed in
System, but have logged on instantaneous communication system just, then can be by being sent in the group of instant messaging
Content is the user message of "@robots ".Mistake of the problem feedback information processing system in detection user message
Cheng Zhong, it is possible to detect the message, can just send a piece of news into group afterwards, the message it is interior
The problem of holding exactly current collects list.So, technical staff need not sign in the processing of problem feedback information
System, the problem that can also carry out collects checking for list.In this manner, be the equal of to feed back problem
Information processing system regards the user of instant messaging application as, and user is entitled " robot ", is somebody's turn to do " robot "
Message can also be sent out in group.
The problem of the present embodiment is provided feedback information processing method, can be by being monitored to instant messaging application
The user profile in preset group to obtain instant messaging application, by user message parse and really
Determine in user message include problem feedback information after, problem feedback information can be added in preset list with
Progress collects displaying, with this, can by way of automation to being submitted by preset group the problem of feedback letter
Breath is collected, and can avoid passing through situation about being omitted when artificially collecting, and improves the collection efficiency of problem,
So as to shorten the path from feedback problem to the problem of solution, the solution efficiency of Upgrade Problem.
In addition, in order to further improve the intelligent of problem feedback information processing system, can also disappear to user
Breath further determines that the feedback information that goes wrong is corresponding and solves people's information and be added to during being parsed
In list, notify to solve the problems, such as that people goes solution or solves people by checking list in time to recognize to be more convenient for
Need the problem of oneself is solved.
When implementing, the corresponding solution people of described problem feedback information can be determined according to the user message
Information；When described problem feedback information is added in the preset list, also by corresponding solution people
Information is added in the list.
Wherein, the corresponding solution people's information of described problem feedback information is specifically being determined according to the user message
When, it is possibility to have a variety of concrete implementation modes, for example, wherein under a kind of implementation, it may include such as
Lower step：Judge with the presence or absence of preset solution people information alert symbol in the user message, if it does,
Then solution people's information will be extracted from the user message according to the prompt.
The solution people information alert symbol, such as may be set to "@solves people's name ", that is to say, that " ask
User in topic feedback group " is after editor's information related to problem feedback, if it is known that problem correspondence
Solution people, then can problem information ending plus@solve people's name.In this case, it can sentence
With the presence or absence of "@solves people's name " in disconnected user message, if it is present can be according to "@solves people's name "
Extract solution people's information.
Or, people's information alert symbol is solved if be not present in user message, can also be by other means
To determine to solve people's information.Specifically, due to the problem of problem feedback information can be generally divided into different
Classification, internal system can generally also solve the problems, such as which class has advance divisions of responsibility to which technical staff,
It therefore, it can pre-save problem category and solve the corresponding relation between people, so, in user message
In the case of not clearly indicating solution people, the problem of described problem feedback information is affiliated class can be determined first
Not, then described problem is determined further according to the corresponding relation between classification the problem of pre-establishing and solution people
Feedback information is corresponding to solve people's information.
Wherein, on determining the problem of described problem feedback information is affiliated class otherwise, it is possibility to have a variety of.
For example, under one way in which, can first judge to whether there is the second preset format words in the user message
Segment information；If it is present according to the second format fields information, it is determined that it is affiliated the problem of classification.
Such as, can set in user message "【Service line】" it is the second format fields information, if user
In message exist the second format fields information, i.e. user message include "【Service line】" content, then may be used
According to "【Service line】" content determine classification the problem of described in problem feedback information.
Such as, user message includes " #【Service line】Platform _【Problem describes ＆ coverages】Hotel
The problem of wireless sub-venue, illustrate ID xxxxxx, xxx83791703, if platform label " revelry valency "
Do not come into force # ", then can determine that there is the second format fields information in the user message, and second Gus's field is believed
The content of breath for "【Service line】Platform ", you can the problem of determining therefrom that described classification is " platform ".
Or, if obvious second format fields are not present in user message, it can also be disappeared according to the user
Key word information that breath includes etc., to determine the problem of described problem feedback information is affiliated classification.
Such as, it is " business " keyword to can be set, and such as " platform service ", " service line " can first judge
With the presence or absence of the keyword that " business " is related in user message, if it is present can be according to " business " phase
The problem of keyword of pass is to determine described in problem feedback information classification.
Such as, user message is " label ' revelry valency ' Pending The Entry Into Force in platform service ", the user message
Include key word information " platform service ", therefore can determine that class the problem of described in described problem feedback information
Wei " platform service ".
, can be further according to the problem of pre-establishing between classification and solution people after problem category is determined
Corresponding relation, come determine described problem feedback information it is corresponding solve people's information.
Described problem classification and the corresponding relation solved between people can be pre-saved in database in the form of a table
In, specific preservation form can be as described in table 1 below：
Table 1
Same problem type may correspond to one and solve people or multiple solution people, it is determined that described problem is fed back
When the corresponding solution people information of information is multiple, such as, it can pass through and randomly choose one from multiple solution people
The mode of people is solved to determine to solve people's information, or according to piecemeal solution people it is the allocated the problem of quantity etc.
Information, selects the solution people of assignment problem negligible amounts, and is added to the mode in list.
In a word, it is determined that the feedback information and in the case of being added in classification of ging wrong, can also continue to user
Further parsing is with the corresponding solution people's information of the feedback information that determines to go wrong and is added in list, one for message
Aspect, is easily facilitated by system according to the problem of people's information notice solution people goes to solve corresponding in time is solved, separately
On the one hand, by checking list, problem feedback information and corresponding solution people information are very clear, solve people
The problem of needs oneself are solved can be recognized in time by the list, thus, can further be shortened from customer service
Personnel's feedback problem solves the path of problem, the solution efficiency of Upgrade Problem to technical support personnel.
In addition, may also include status information entry in the list, i.e. the corresponding state of problem feedback information is believed
Breath.Due to, according to solution people's information is not necessarily capable of determining that the step of determining and solve people's information, therefore,
Can also be according to whether defining problem feedback information correspondence solves people's information, to determine problem feedback information pair
The state answered.
Such as, then can be by described problem after the corresponding solution people's information of described problem feedback information is determined
Feedback information is defined as first state, be not determined by described problem feedback information it is corresponding solve people's information when,
Described problem feedback information can be then defined as to the second state, and the corresponding state of described problem feedback information
Information is added in the list.
Wherein, first state may be configured as " in processing ", and the second state may be configured as " pending ", also
To say, be capable of determining that described problem feedback information it is corresponding solve people's information when, it may be determined that the problem is anti-
The corresponding status information of feedforward information is " in processing "；Described problem feedback information correspondence can not determined
Solution people's information when, it may be determined that the corresponding status information of described problem feedback information be " pending ", with
Described problem feedback information is made a distinction by status information, in order to follow-up statistics, management and to asking
Inscribe the processing of feedback information.
Further, it is determined that the corresponding status information of described problem feedback information be " pending " after, also
The specified related solution people of described problem feedback information can be gone to solve by background work personnel, to cause one
When do not determine solution people the problem of feedback information, can also obtain properly handling in time.
When implementing, it is possible to provide for the second behaviour of the solution people's information for specifying described problem feedback information
Make option；When receiving the information of the first user appointment solution people by second option of operation, it will refer to
The solution people of group is added in the list, and is first state by the status modifier of the problem feedback information.
Referring to shown in Fig. 4, the second option of operation can be set to the first drop-down menu 35, can also be passed through
The first drop-down menu 35 is operated to specify solution people's information of described problem feedback information.In problem feedback letter
Corresponding state is ceased in the case of " pending ", the first user (can correspond to system in the present embodiment
Background work personnel) the first drop-down menu 35 is can trigger to show solution people's information that drop-down menu includes
(such as, solve people A, solve people B etc.), then can be by after background work personnel select a certain solution people
Selected solution people is added in the list and shown, can also be by the problem after selected solution people
The status modifier of feedback information is first state (being " in processing ").
Wherein, it is also real in the way of the second drop-down menu 36 to be provided at the status information of problem feedback information
Now to the modification of status information, when backstage personnel can be shown under second by triggering the second drop-down menu 36
Carry out status information that menu 36 includes (in such as, pending, processing, processed etc.), by selected
" pending " in second drop-down menu 36, you can by the status modifier of problem feedback information be first state.
In addition, after feedback information is handled well the problem of solution people is responsible for, may further enter into the list
The interface at place, is processed by the status modifier of problem feedback information.
When implementing, the 3rd behaviour of the status information for changing described problem feedback information may also provide
Make option；After the processing that second user completes to described problem feedback information, selected by the described 3rd operation
Item receives the status information modification request of second user, and is the 3rd by the status modifier of the problem feedback information
State.
Referring to Fig. 4, the 3rd option of operation is alternatively above-mentioned second drop-down list 36, in second user
(can correspond to the corresponding solution people of the problem feedback information in the present embodiment) is completed to described problem feedback letter
After the processing of breath, status information modification request can be sent by triggering the second drop-down list 36, and show
Go out second to get off the status information that list 36 includes, the shape that second user can include in the second drop-down list 36
In state information select " processed ", you can by the status modifier of problem feedback information be the third state, with this
Described problem feedback information is represented to complete processing.
With this, it can pledge love condition, disposition of problem feedback information etc. really to determine and repair according to solution people
Change corresponding status information, backstage personnel can be according to the status information timely to without solving people and in treating
The feedback information distribution of the problem of processing solves people, and solution people, which can quickly be known, to be to one's name responsible for and in processing
The problem of middle state feedback information, and complete problem feedback information status information be revised as it is processed,
Can preferably in list the problem of feedback information while make a distinction management, can also improve the solution of problem
Efficiency.
Further, can also be to described after by the status modifier of described problem feedback information being the third state
Sent a notification message in the group of instant messaging application.
That is, completing the processing of described problem feedback information and by described problem feedback information solving people
Status information be revised as after " processed ", even if also (" can such as be asked to the preset group of communications applications
Topic feedback group ") in send a notification message, such as notification message may include " so-and-so problem is processed ", so as to
User in group learns the processing state of the problem feedback information in time.
In order to realize more targeted notice feedback people, also described problem can be determined according to the user message
Feedback people's information of feedback information, and when sending the notification message, specified notification gives the feedback people.
When implementing, the user message can be extracted from user message after user message is obtained
Sender (such as, prosperous number be 87654321 user), in the user message include problem feedback letter
In the case of breath, the sender of the user message is the feedback people of described problem feedback information, it is determined that institute
State after feedback people, then may specify when sending above-mentioned notification message and notify the feedback people, such as can notify
The ending of message is plus "@87654321 ", feedback people is notified with more targeted, with this, feeds back people
Need to only pay close attention to specify and feed back to the notification message of oneself and can obtain the disposition of its feedback problem, and nothing
Whether need to be identified from group in every message is the problem of oneself feeds back.
The problem of being provided with above-described embodiment feedback information processing method is corresponding, and the embodiment of the present application is also provided
A kind of problem feedback information processing unit, referring to Fig. 5, the device can include：
User message obtaining unit 51, disappears for obtaining instant messaging using the user produced in preset group
Breath.
Resolution unit 52, for being parsed to the user message received, judges in the user message
Whether problem feedback information is included.
Extraction unit 53, during for including problem feedback information in the user message, from the user
Described problem feedback information is extracted in message.
Display unit 54 is added, for described problem feedback information to be added in preset list, so as to
The problem of being submitted by the list by instant messaging application group feedback information carries out collecting exhibition
Show.
When implementing, the resolution unit 52 can be specifically for：
Judge to whether there is the first preset format fields information in the user message, if it is present sentencing
Problem feedback information is included in the fixed user message.
The resolution unit 52, can also be specifically for：
By carrying out semantic analysis to the user message, judge whether anti-comprising problem in the user message
Feedforward information.
When implementing, the addition display unit 54 can be specifically for：
The first option of operation for checking the list is provided；
When receiving the request for checking the list by first option of operation, show in the list and wrap
Each bar problem feedback information included.
The addition display unit 54, can also be specifically for：
The user message for providing a mean for the instant messaging application initiates to check the lattice of the list request
Formula information；
When there is the information for meeting the form in the user message received, show what the list included
Each bar problem feedback information.
Further, described device, may also include：
First determining unit, for determining the corresponding solution of described problem feedback information according to the user message
People believes.
First adding device, for when described problem feedback information is added in the preset list,
Also corresponding solution people's information is added in the list.
Wherein, the first determining unit, can be specifically for：
Judge in the user message with the presence or absence of preset solution people information alert symbol；
If it is present solution people's information will be extracted from the user message according to the prompt；
Or
Determine the problem of described problem feedback information is affiliated classification；
According to the corresponding relation between classification the problem of pre-establishing and solution people, described problem feedback letter is determined
The corresponding solution people's information of breath.
Wherein, it is determined that during the problem of described problem feedback information is affiliated classification, first determining unit,
Can be specifically for：
Judge to whether there is the second preset format fields information in the user message；
If it is present according to the second format fields information, it is determined that it is affiliated the problem of classification；Or
The key word information included according to the user message, determines asking belonging to described problem feedback information
Inscribe classification.
In addition, described device, may also include：
Second determining unit, for after the corresponding solution people's information of described problem feedback information is determined, inciting somebody to action
Described problem feedback information is defined as first state；
Second adding device, it is described preset for the corresponding status information of described problem feedback information to be added to
List in.
Wherein, the second determining unit, it may also be used for：
Be not determined by described problem feedback information it is corresponding solve people's information when, then by described problem feedback letter
Breath is defined as the second state.
Further, described device, may also include：
Status modifier unit, can be used for：
Second option of operation of solution people's information for specifying described problem feedback information is provided；
When receiving the information of the first user appointment solution people by second option of operation, by appointment
Solve people to be added in the list, and be first state by the status modifier of the problem feedback information.
In addition, the status modifier unit, it may also be used for：
3rd option of operation of the status information for changing described problem feedback information is provided；
After the processing that second user completes to described problem feedback information, connect by the 3rd option of operation
The status information modification request of second user is received, and is the third state by the status modifier of the problem feedback information.
In actual applications, described device, may also comprise：
Message sending unit, for by the status modifier of described problem feedback information be the third state after, to
Sent a notification message in the group of the instant messaging application.
Notification message is informed into feedback people in order to more targeted, the message sending unit can also be specific
For：
Feedback people's information of described problem feedback information is determined according to the user message；
When sending the notification message, specified notification gives the feedback people.
By the embodiment of the present application, can with instant messaging interface applications to be monitored to instant messaging application,
Parsed by the user message produced in the preset group to getting, and determine to include in user message
After problem feedback information, problem feedback information is added in preset list to carry out collecting displaying, with this,
Can by way of automation to being submitted by preset group the problem of feedback information be collected, can avoid leading to
Situation about being omitted when artificially collecting is crossed, the collection efficiency of problem is improved, so as to shorten from feedback problem
To the path of the problem of solution, the solution efficiency of Upgrade Problem.In order to further improve the solution efficiency of problem,
The feedback information that can also determine to go wrong by parsing user message is corresponding to be solved people's information and adds
It is added in list, notifies to solve the problems, such as that people goes solution or solves people by checking list with timely to be more convenient for
Solve the problem of needs oneself are solved.In addition, can also further determine that problem is anti-after it is determined that solving people's information
The corresponding status information of feedforward information is simultaneously added in list, can be according to the status information to problem feedback information
Management is made a distinction, after the processing of the complete dual problem feedback information of people is solved, corresponding state can be also changed
Information is simultaneously sent a notification message by system into preset group, feedback information the problem of to realize a closed loop
Processing system.
As seen through the above description of the embodiments, those skilled in the art can be understood that this
Application can add the mode of required general hardware platform to realize by software.Understood based on such, this Shen
The part that technical scheme please substantially contributes to prior art in other words can be with the shape of software product
Formula is embodied, and the computer software product can be stored in storage medium, such as ROM/RAM, magnetic disc,
CD etc., including some instructions to cause a computer equipment (can be personal computer, server,
Or the network equipment etc.) perform method described in some parts of each embodiment of the application or embodiment.
Each embodiment in this specification is described by the way of progressive, identical phase between each embodiment
As part mutually referring to what each embodiment was stressed is the difference with other embodiment.
For system or system embodiment, because it is substantially similar to embodiment of the method, so description
Obtain fairly simple, the relevent part can refer to the partial explaination of embodiments of method.System described above and
System embodiment be only it is schematical, wherein the unit illustrated as separating component can be or
It can not be physically separate, the part shown as unit can be or may not be physical location,
A place can be located at, or can also be distributed on multiple NEs.Can be according to actual need
Some or all of module therein is selected to realize the purpose of this embodiment scheme.Ordinary skill
Personnel are without creative efforts, you can to understand and implement.
Above to it is provided herein the problem of feedback information processing method and processing device, be described in detail,
Specific case used herein is set forth to the principle and embodiment of the application, above example
Illustrate that being only intended to help understands the present processes and its core concept；Simultaneously for the general of this area
Technical staff, according to the thought of the application, will change in specific embodiments and applications.
In summary, this specification content should not be construed as the limitation to the application.
Claims (17)
1. a kind of problem feedback information processing method, it is characterised in that including：
Obtain instant messaging and apply the user message produced in preset group；
The user message received is parsed, judges whether include problem feedback letter in the user message
Breath；
If including problem feedback information in the user message, asked from the user message described in extraction
Inscribe feedback information；
Described problem feedback information is added in preset list, will be by described will pass through the list
The problem of instant messaging application group is submitted feedback information carries out collecting displaying.
2. according to the method described in claim 1, it is characterised in that described to judge in the user message
Whether problem feedback information is included, including：
Judge to whether there is the first preset format fields information in the user message, if it is present sentencing
Problem feedback information is included in the fixed user message.
3. according to the method described in claim 1, it is characterised in that described to judge in the user message
Whether problem feedback information is included, including：
By carrying out semantic analysis to the user message, judge whether anti-comprising problem in the user message
Feedforward information.
4. according to the method described in claim 1, it is characterised in that described to be passed through by the list
The problem of instant messaging application group is submitted feedback information carries out collecting displaying, including：
The first option of operation for checking the list is provided；
When receiving the request for checking the list by first option of operation, show in the list and wrap
Each bar problem feedback information included.
5. according to the method described in claim 1, it is characterised in that described to be passed through by the list
The problem of instant messaging application group is submitted feedback information carries out collecting displaying, including：
The user message for providing a mean for the instant messaging application initiates to check the request of the list
Format information；
When there is the information for meeting the form in the user message received, show what the list included
Each bar problem feedback information.
6. according to the method described in claim 1, it is characterised in that also include：
Determine that described problem feedback information is corresponding according to the user message and solve people's information；
When described problem feedback information is added in the preset list, also by corresponding solution people letter
Breath is added in the list.
7. method according to claim 6, it is characterised in that described true according to the user message
Determine the corresponding solution people's information of described problem feedback information, including：
Judge in the user message with the presence or absence of preset solution people information alert symbol；
If it is present being accorded with according to the solution people information alert, the solution is extracted from the user message
Certainly people's information.
8. method according to claim 6, it is characterised in that described true according to the user message
Determine the corresponding solution people's information of described problem feedback information, including：
Determine the problem of described problem feedback information is affiliated classification；
According to the corresponding relation between classification the problem of pre-establishing and solution people, described problem feedback letter is determined
The corresponding solution people's information of breath.
9. method according to claim 8, it is characterised in that the determination described problem feedback letter
The problem of breath is affiliated classification, including：
Judge to whether there is the second preset format fields information in the user message；
If it is present according to the second format fields information, it is determined that it is affiliated the problem of classification.
10. method according to claim 8, it is characterised in that the determination described problem feedback letter
The problem of breath is affiliated classification, including：
The key word information included according to the user message, determines asking belonging to described problem feedback information
Inscribe classification.
11. method according to claim 6, it is characterised in that methods described also includes：
It is after the corresponding solution people's information of described problem feedback information is determined, described problem feedback information is true
It is set to first state；
The corresponding status information of described problem feedback information is added in the preset list.
12. method according to claim 11, it is characterised in that also include：
If be not determined by, described problem feedback information is corresponding to solve people's information, by described problem feedback letter
Breath is defined as the second state.
13. method according to claim 12, it is characterised in that also include：
Second option of operation of solution people's information for specifying described problem feedback information is provided；
When receiving the information of the first user appointment solution people by second option of operation, by appointment
Solve people to be added in the list, and the status information of the problem feedback information is revised as first state.
14. the method according to claim 11 or 13, it is characterised in that also include：
3rd option of operation of the status information for changing described problem feedback information is provided；
After the processing that second user completes to described problem feedback information, connect by the 3rd option of operation
The status information modification request of second user is received, and the status information of the problem feedback information is revised as the 3rd
State.
15. method according to claim 14, it is characterised in that also include：
, should to the instant messaging after the status information of described problem feedback information is revised as into the third state
Sent a notification message in the group.
16. method according to claim 15, it is characterised in that also include：
Feedback people's information of described problem feedback information is determined according to the user message；
When sending the notification message, specified notification gives the feedback people.
17. a kind of problem feedback information processing unit, it is characterised in that including：
User message obtaining unit, obtains instant messaging and applies the user message produced in preset group；
Resolution unit, for being parsed to the user message received, judge in the user message whether
Include problem feedback information；
Extraction unit, during for including problem feedback information in the user message, from the user message
Middle extraction described problem feedback information；
Display unit is added, for described problem feedback information to be added in preset list, will pass through
The problem of list will be submitted by instant messaging application group feedback information carries out collecting displaying.
Priority Applications (1)
| Application Number | Priority Date | Filing Date | Title |
|---|---|---|---|
| CN201610179877.0A CN107229658B (en) | 2016-03-25 | 2016-03-25 | Question feedback information processing method and device |
Applications Claiming Priority (1)
| Application Number | Priority Date | Filing Date | Title |
|---|---|---|---|
| CN201610179877.0A CN107229658B (en) | 2016-03-25 | 2016-03-25 | Question feedback information processing method and device |
Publications (2)
| Publication Number | Publication Date |
|---|---|
| CN107229658A true CN107229658A (en) | 2017-10-03 |
| CN107229658B CN107229658B (en) | 2021-09-14 |
Family
ID=59932794
Family Applications (1)
| Application Number | Title | Priority Date | Filing Date |
|---|---|---|---|
| CN201610179877.0A Active CN107229658B (en) | 2016-03-25 | 2016-03-25 | Question feedback information processing method and device |
Country Status (1)
| Country | Link |
|---|---|
| CN (1) | CN107229658B (en) |
Cited By (7)
| Publication number | Priority date | Publication date | Assignee | Title |
|---|---|---|---|---|
| CN108830541A (en) * | 2018-04-18 | 2018-11-16 | 链家网（北京）科技有限公司 | Issue management method and management system on a kind of line |
| CN109446309A (en) * | 2018-10-30 | 2019-03-08 | 天津字节跳动科技有限公司 | Problem feedback method and device |
| CN111984777A (en) * | 2020-09-01 | 2020-11-24 | 中国平安财产保险股份有限公司 | Production system reporting problem processing method and device based on natural language processing |
| CN113065876A (en) * | 2019-12-13 | 2021-07-02 | 阿里巴巴集团控股有限公司 | Method, device and system for processing user feedback information |
| CN113220589A (en) * | 2021-06-03 | 2021-08-06 | 上海中通吉网络技术有限公司 | On-line problem processing method |
| CN113312894A (en) * | 2021-07-28 | 2021-08-27 | 北京明略软件系统有限公司 | Target file generation method and device and electronic equipment |
| CN114939276A (en) * | 2022-04-26 | 2022-08-26 | 深圳爱玩网络科技股份有限公司 | Game operation data analysis method, system and storage medium |
Citations (8)
| Publication number | Priority date | Publication date | Assignee | Title |
|---|---|---|---|---|
| WO2000019346A1 (en) * | 1998-09-25 | 2000-04-06 | Health Hero Network, Inc. | Aggregating and pooling information in a communication system with feedback |
| US20030061072A1 (en) * | 2000-01-18 | 2003-03-27 | Baker Sidney M. | System and method for the automated presentation of system data to, and interaction with, a computer maintained database |
| CN102215178A (en) * | 2011-05-31 | 2011-10-12 | 广州华多网络科技有限公司 | Method and device for presenting communication information |
| CN103684826A (en) * | 2012-09-17 | 2014-03-26 | 腾讯科技（深圳）有限公司 | Method and device for solving fault |
| CN103745390A (en) * | 2014-02-14 | 2014-04-23 | 珠海市君天电子科技有限公司 | Third party negative feedback method for online purchased goods and device thereof |
| CN104301366A (en) * | 2013-09-24 | 2015-01-21 | 上海辰锐信息科技公司 | Mobile police service application management and control system |
| CN104361003A (en) * | 2014-10-10 | 2015-02-18 | 金硕澳门离岸商业服务有限公司 | Method and device for classified displaying of chat records |
| CN104731782A (en) * | 2013-12-18 | 2015-06-24 | 腾讯科技（深圳）有限公司 | Information handling method and mobile terminal |
-
2016
- 2016-03-25 CN CN201610179877.0A patent/CN107229658B/en active Active
Patent Citations (8)
| Publication number | Priority date | Publication date | Assignee | Title |
|---|---|---|---|---|
| WO2000019346A1 (en) * | 1998-09-25 | 2000-04-06 | Health Hero Network, Inc. | Aggregating and pooling information in a communication system with feedback |
| US20030061072A1 (en) * | 2000-01-18 | 2003-03-27 | Baker Sidney M. | System and method for the automated presentation of system data to, and interaction with, a computer maintained database |
| CN102215178A (en) * | 2011-05-31 | 2011-10-12 | 广州华多网络科技有限公司 | Method and device for presenting communication information |
| CN103684826A (en) * | 2012-09-17 | 2014-03-26 | 腾讯科技（深圳）有限公司 | Method and device for solving fault |
| CN104301366A (en) * | 2013-09-24 | 2015-01-21 | 上海辰锐信息科技公司 | Mobile police service application management and control system |
| CN104731782A (en) * | 2013-12-18 | 2015-06-24 | 腾讯科技（深圳）有限公司 | Information handling method and mobile terminal |
| CN103745390A (en) * | 2014-02-14 | 2014-04-23 | 珠海市君天电子科技有限公司 | Third party negative feedback method for online purchased goods and device thereof |
| CN104361003A (en) * | 2014-10-10 | 2015-02-18 | 金硕澳门离岸商业服务有限公司 | Method and device for classified displaying of chat records |
Cited By (8)
| Publication number | Priority date | Publication date | Assignee | Title |
|---|---|---|---|---|
| CN108830541A (en) * | 2018-04-18 | 2018-11-16 | 链家网（北京）科技有限公司 | Issue management method and management system on a kind of line |
| CN109446309A (en) * | 2018-10-30 | 2019-03-08 | 天津字节跳动科技有限公司 | Problem feedback method and device |
| CN109446309B (en) * | 2018-10-30 | 2021-08-27 | 天津字节跳动科技有限公司 | Question feedback method and device |
| CN113065876A (en) * | 2019-12-13 | 2021-07-02 | 阿里巴巴集团控股有限公司 | Method, device and system for processing user feedback information |
| CN111984777A (en) * | 2020-09-01 | 2020-11-24 | 中国平安财产保险股份有限公司 | Production system reporting problem processing method and device based on natural language processing |
| CN113220589A (en) * | 2021-06-03 | 2021-08-06 | 上海中通吉网络技术有限公司 | On-line problem processing method |
| CN113312894A (en) * | 2021-07-28 | 2021-08-27 | 北京明略软件系统有限公司 | Target file generation method and device and electronic equipment |
| CN114939276A (en) * | 2022-04-26 | 2022-08-26 | 深圳爱玩网络科技股份有限公司 | Game operation data analysis method, system and storage medium |
Also Published As
| Publication number | Publication date |
|---|---|
| CN107229658B (en) | 2021-09-14 |
Similar Documents
| Publication | Publication Date | Title |
|---|---|---|
| CN107229658A (en) | Problem feedback information processing method and processing device | |
| JP6692287B2 (en) | Information processing method, program, and terminal | |
| KR101695923B1 (en) | Method, system and recording medium for notifying receipt of message | |
| US20090287701A1 (en) | System and Method for Receiving and Displaying User Inputted Travel-Related Messages | |
| CN105144136A (en) | Action broker | |
| CN104639756A (en) | Short message display method and device | |
| CN104731917A (en) | Recommendation method and device | |
| CN106575395A (en) | Entity resolution incorporating data from various data sources | |
| CN107430618A (en) | Realize the system and method interacted with host computer device progress user speech | |
| US10609524B2 (en) | Keyword-based information processing method and device | |
| CN109313745A (en) | Commodity delivery management system and program | |
| KR101661014B1 (en) | Target advertisement service system using smart phone and method thereof | |
| CN111428131B (en) | Information pushing method, device and system | |
| US20220217109A9 (en) | Method and System for Electronic Collaboration | |
| CN101496055B (en) | Method, system, and computer program product for electronic messaging | |
| CN107172217A (en) | Interactive purchase method and system | |
| KR101946817B1 (en) | System for Registering And Receivung Goods Information Based On Offline Shop | |
| CN105938605A (en) | Vehicle trading platform | |
| CN104579916A (en) | Instant messaging system as well as online shopping method and device | |
| CN102117432A (en) | Inventory information checking method through mobile phone | |
| CN107329945A (en) | Method for displaying and processing, displaying processing unit and the mobile terminal of short message | |
| CN103745390B (en) | Third party's net purchase commodity difference comments method and device | |
| CN109858900A (en) | A kind of payment information method for pushing, device and terminal device | |
| CN106503956B (en) | Travel information prompting method and mobile terminal thereof | |
| JP5379218B2 (en) | Information processing apparatus, information processing method, and information processing program |
Legal Events
| Date | Code | Title | Description |
|---|---|---|---|
| PB01 | Publication | ||
| PB01 | Publication | ||
| SE01 | Entry into force of request for substantive examination | ||
| SE01 | Entry into force of request for substantive examination | ||
| GR01 | Patent grant | ||
| GR01 | Patent grant |