CN107562457B - Navigation menu generation method and device - Google Patents
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Abstract
The embodiment of the invention provides a method and a device for generating a navigation menu. The method comprises the following steps: acquiring first behavior log data of each user using an interactive voice response system and second behavior log data of each user using an agent system; counting the times of using each navigation menu item by each user according to the first behavior log data and the second behavior log data; the navigation menu items comprise a primary navigation menu item and a non-primary navigation menu item; scoring each navigation menu item according to the times of using each navigation menu item by each user and the user information of each user to generate a primary navigation menu of a target user; the target user is any one of the users. The embodiment of the invention realizes that the personalized first-level navigation menu is generated according to the scores of the first-level navigation menu item and the non-first-level navigation menu item aiming at different target users, thereby improving the service efficiency of the interactive voice response system.
Description
Technical Field
The embodiment of the invention relates to the technical field of communication, in particular to a method and a device for generating a navigation menu.
Background
The telephone customer service system comprises an Interactive Voice Response (IVR) system, a seat system and a Computer Telecommunication Integration (CTI) system, wherein the Interactive Voice Response system is an important way for providing self-service Voice service. The interactive voice response system exchanges information with the user through an automatic process, and has the characteristics of quickness, clearness and low operation cost.
As the types of services and the complexity of services increase, the navigation menus in IVR systems become more and more complex. At present, a navigation menu in an interactive voice response system is manually set by technicians according to service types and service flows, all users use a preset fixed navigation menu, and no pertinence exists, so that the service efficiency of the interactive voice response system is low.
Disclosure of Invention
The embodiment of the invention provides a method and a device for generating a navigation menu, which are used for solving the problem that the service efficiency of an interactive voice response system is low because the navigation menu is not targeted when a fixed navigation menu is manually set at present.
One aspect of the embodiments of the present invention is to provide a method for generating a navigation menu, including:
acquiring first behavior log data of each user using an interactive voice response system and second behavior log data of each user using an agent system;
counting the times of using each navigation menu item by each user according to the first behavior log data and the second behavior log data; the navigation menu items comprise a primary navigation menu item and a non-primary navigation menu item;
scoring each navigation menu item according to the times of using each navigation menu item by each user and the user information of each user to generate a primary navigation menu of a target user;
the target user is any one of the users.
Another aspect of the embodiments of the present invention is to provide an apparatus for generating a navigation menu, including:
the acquisition module is used for acquiring first behavior log data of each user using the interactive voice response system and second behavior log data of each user using the seat system;
the statistical module is used for counting the times of using each navigation menu item by each user according to the first behavior log data and the second behavior log data; the navigation menu items comprise a primary navigation menu item and a non-primary navigation menu item;
the scoring and menu generating module is used for scoring the navigation menu items according to the times of using the navigation menu items by the users and the user information of the users to generate a primary navigation menu of the target user;
the target user is any one of the users.
According to the method and the device for generating the navigation menu, the first behavior log data of each user using the interactive voice response system and the second behavior log data of each user using the agent system are obtained; counting the times of using each navigation menu item by each user according to the first behavior log data and the second behavior log data; the navigation menu items comprise a primary navigation menu item and a non-primary navigation menu item; and scoring the navigation menu items according to the times of using the navigation menu items by the users and the user information of the users to generate the primary navigation menu of the target user, so that the personalized primary navigation menu is generated according to the scoring of the primary navigation menu items and the non-primary navigation menu items aiming at different target users, and the service efficiency of the interactive voice response system can be improved.
Drawings
Fig. 1 is a flowchart of a method for generating a navigation menu according to an embodiment of the present invention;
fig. 2 is a flowchart of a method for generating a navigation menu according to a second embodiment of the present invention;
fig. 3 is a flowchart of a method for generating a navigation menu according to a third embodiment of the present invention;
fig. 4 is a schematic structural diagram of a navigation menu generating apparatus according to a fourth embodiment of the present invention;
fig. 5 is a schematic structural diagram of a navigation menu generating apparatus according to a fifth embodiment of the present invention;
fig. 6 is a schematic structural diagram of a navigation menu generating device according to a sixth embodiment of the present invention.
Detailed Description
In order to make the technical solutions and advantages of the present invention clearer, the technical solutions of the present invention will be clearly and completely described below with reference to the accompanying drawings in the embodiments of the present invention, and it is obvious that the described embodiments are some, but not all embodiments of the present invention. All other embodiments, which can be derived by a person skilled in the art from the embodiments given herein without making any creative effort, shall fall within the protection scope of the present invention.
Example one
Fig. 1 is a flowchart of a method for generating a navigation menu according to an embodiment of the present invention. The embodiment of the invention provides a method for generating a navigation menu, aiming at the problem that the service efficiency of an interactive voice response system is low because the fixed navigation menu is manually set at present and the navigation menu has no pertinence. As shown in fig. 1, the method comprises the following specific steps:
step S101, first behavior log data of each user using the interactive voice response system and second behavior log data of each user using the agent system are obtained.
In practical applications, the user can usually obtain the answer to the question he wants to consult through the self-service voice service provided by the interactive voice response system and the manual service provided by the seat system. The log information of the interactive voice response system records the operation of the user clicking the navigation menu each time, namely, the use condition of the user on each navigation menu item. The log information of the seat system records the log of the consultation content of the user as a voice log, the voice log records a one-time complete consultation process of the user, the navigation menu items related to the user in the consultation process can be determined by performing semantic analysis on the voice log, and the condition that the user uses the navigation menu items through the seat system is recorded to a certain extent.
In this embodiment, first behavior log data of each user using the interactive voice response system within a preset time period is acquired, and second behavior log data of each user using the agent system within the preset time period is acquired. The preset time period may be preset by a technician, for example, the preset time period may be one month, two months, half a year, one year, three years, and the like.
Optionally, acquiring, in real time, first behavior log data of each user using the interactive voice response system and second behavior log data of each user using the agent system; alternatively, first behavior log data of each user using the interactive voice response system and second behavior log data of each user using the agent system are periodically acquired.
In addition, in this embodiment, log information in the interactive voice response system and the agent system is automatically collected in real time by using a log collection client program deployed in the interactive voice response system and the agent system, the log information is filtered to obtain first behavior log data and second behavior log data, and the first behavior log data and the second behavior log data are placed in a message queue, so that the number of times each user uses each navigation menu item is counted in real time according to the first behavior log data and the second behavior log data.
Step S102, counting the times of using each navigation menu item by each user according to the first behavior log data and the second behavior log data; the navigation menu items include a primary navigation menu item and a non-primary navigation menu item.
In this embodiment, all the primary navigation menu items and the non-primary navigation menu items are used as alternative menu items, and the times of any user using any navigation menu item are counted, so that the primary navigation menu is recommended to the user in a personalized manner according to the times of any user using any navigation menu item.
Optionally, the number of times each user uses each navigation menu item is counted in real time according to the first behavior log data and the second behavior log data, so as to improve the efficiency of generating the primary navigation menu of each user.
Step S103, scoring each navigation menu item according to the times of using each navigation menu item by each user and the user information of each user to generate a primary navigation menu of a target user; the target user is any one of the users.
In this embodiment, each navigation menu item is scored according to the number of times each navigation menu item is used by each user and user information of each user, a preset number of navigation menu items with the highest score are obtained from all primary navigation menu items and non-primary navigation menu items, personalized primary navigation menus are generated for different users, and the non-primary navigation menu items commonly used by a target user can be added into the primary navigation menu of the target user.
According to the embodiment of the invention, first behavior log data of each user using an interactive voice response system and second behavior log data of each user using an agent system are obtained; counting the times of using each navigation menu item by each user according to the first behavior log data and the second behavior log data; the navigation menu item comprises a primary navigation menu item and a non-primary navigation menu item; according to the times of using each navigation menu item by each user and the user information of each user, scoring is carried out on each navigation menu item to generate a primary navigation menu of a target user, and the generation of a personalized primary navigation menu according to the scoring of the primary navigation menu item and the non-primary navigation menu item aiming at different target users is realized, so that the service efficiency of the interactive voice response system can be improved.
Example two
Fig. 2 is a flowchart of a method for generating a navigation menu according to a second embodiment of the present invention. On the basis of the first embodiment, in this embodiment, counting the number of times each user uses each navigation menu item according to the first behavior log data and the second behavior log data includes: counting the times of using each navigation menu item by each user through the interactive voice response system according to the first behavior log data of using the interactive voice response system by each user; counting the times of using each navigation menu item by each user through the agent system according to second behavior log data of using the agent system by each user; the number of times each user uses any one navigation menu item is determined to be the sum of the number of times each user uses the navigation menu item through the interactive voice response system and the number of times each user uses each navigation menu item through the interactive voice response system. As shown in fig. 2, the method comprises the following specific steps:
step S201, obtaining first behavior log data of each user using the interactive voice response system and second behavior log data of each user using the agent system.
This step is the same as step S101, and is not described herein again.
Step S202, according to the first behavior log data of each user using the interactive voice response system, counting the times of each user using each navigation menu item through the interactive voice response system.
And step S203, counting the times of using each navigation menu item by each user through the agent system according to the second behavior log data of using the agent system by each user.
In this embodiment, the frequency of using each navigation menu item by each user through the agent system is counted according to the second behavior log data of using the agent system by each user, which may specifically be implemented in the following manner:
all log information in the second behavior log data is voice logs, semantic analysis is carried out on each voice log in the second behavior log data according to second behavior log data of each user using the agent system, and the frequency of occurrence of each navigation menu item in each voice log in the second behavior log data is determined; and counting the times of using each navigation menu item by each user through the agent system according to the times of appearing each navigation menu item in each voice log in the second behavior log data and the user information corresponding to each voice log.
Specifically, semantic analysis is carried out on each voice log one by one, the frequency of occurrence of each navigation menu item in the voice log is determined, a user corresponding to the voice log information is determined according to user information corresponding to the voice log information, the frequency of occurrence of each navigation menu item in the voice log is the frequency of use of each navigation menu item by the user corresponding to the voice log information through an agent system in the service at the time; furthermore, the times of using each navigation menu item by each user through the agent system in all the voice log messages can be counted.
And step S204, determining the times of using any one navigation menu item by each user as the sum of the times of using the navigation menu item by each user through the interactive voice response system and the times of using the navigation menu item by each user through the seat system.
In this embodiment, for any one navigation menu item, the number of times each user uses the navigation menu item is equal to the sum of the number of times each user uses the navigation menu item through the interactive voice response system and the number of times each user uses the navigation menu item through the agent system.
Step S205, according to the times of using each navigation menu item by each user and the user information of each user, scoring each navigation menu item to generate a primary navigation menu of the target user; the target user is any one of the users.
This step is the same as step S103, and is not described herein again.
According to the embodiment of the invention, the times of using each navigation menu item by each user through the interactive voice response system are counted according to the first behavior log data of using the interactive voice response system by each user by acquiring the first behavior log data of using the interactive voice response system by each user and the second behavior log data of using the agent system by each user; counting the times of using each navigation menu item by each user through the agent system according to second behavior log data of using the agent system by each user; the number of times that each user uses any one navigation menu item is determined as the sum of the number of times that each user uses the navigation menu item through the interactive voice response system and the number of times that each user uses the navigation menu item through the seat system, so that the counted number of times that each user uses each navigation menu item is more accurate, each navigation menu item is scored according to the number of times that each user uses each navigation menu item and the user information of each user, the generated primary navigation menu of the target user better conforms to the use habit of the user, and the service efficiency of the interactive voice response system is further improved.
EXAMPLE III
Fig. 3 is a flowchart of a method for generating a navigation menu according to a third embodiment of the present invention. On the basis of the first embodiment or the second embodiment, in this embodiment, scoring each navigation menu item according to the number of times each user uses each navigation menu item and user information of each user, and generating a primary navigation menu of a target user includes: determining candidate menu items corresponding to the target user according to the times of using each navigation menu item by each user and the user information of each user; scoring each candidate menu item according to the frequency of using each candidate menu item by each user and the user information of each user; and arranging the N candidate menu items with the highest scores in the sequence from high to low to form a navigation menu of the target user, wherein N is the number of navigation menu items in a preset first-level navigation menu. As shown in fig. 3, scoring each navigation menu item according to the number of times each user uses each navigation menu item and the user information of each user to generate a primary navigation menu of a target user may specifically be implemented by the following steps:
step S301, according to the times of using each navigation menu item by the target user, determining N navigation menu items with the maximum times of using by the target user to form a first candidate set.
In this embodiment, N is the number of navigation menu items in the preset first-level navigation menu.
Step S302, according to the attribution of the target user, determining N navigation menu items with the maximum use times of the users same as the attribution of the target user, and forming a second candidate set.
Specifically, according to the attribution of the target user, determining the N navigation menu items with the largest number of uses of the user that is the same as the attribution of the target user, specifically, the following method may be adopted:
and determining the attribution of the target user, determining users with the same attribution as the target user, and determining N navigation menu items with the maximum use times of the users with the same attribution as the target user according to the counted use times of the navigation menu items of the users with the same attribution as the target user.
The determining of the home location of the target user may be implemented by any method of determining the home location of the user in the prior art, which is not described herein again.
Step S303, determining similar users of the target user according to the user information of each user.
Wherein, the user information of the user comprises: age, gender and type of service of the user, the type of service being used to indicate the type of package used by the user.
In this embodiment, the ages of the users are divided into different age groups in advance, and the users in the same age group, with the same gender and the same service type are determined as similar users.
Specifically, according to the user information of each user, determining a similar user of the target user may specifically be implemented in the following manner:
according to the user information of the target user, the age class, the gender and the service type of the target user are determined, and the similar user of the target user is determined according to the age class, the gender and the service type of the target user.
In addition, in this embodiment, similar users of the target user may also be determined according to other related information of the user, specifically, a method for calculating similarity between each user and the target user in the prior art may be adopted to calculate similarity between each user and the target user, determine that a user whose similarity with the target user is greater than a preset similarity value is a similar user of the target user, or acquire a preset number of users with the highest similarity with the target user as similar users of the target user, which is not specifically limited in this embodiment.
Step S304, according to the times of using each navigation menu item by each user, determining N navigation menu items with the maximum times of using similar users of the target user, and forming a third candidate set.
In the step, after the similar users of the target user are determined, according to the counted times of using each navigation menu item by the similar users of the target user, the N navigation menu items with the maximum using times of the similar users of the target user are determined.
Preferably, if the number of the similar users of the target user is greater than M, the similar users of the M target users are randomly selected from the M target users, and the N navigation menu items with the largest number of times of use by the similar users of the M target users are determined according to the counted number of times of use by the similar users of the M target users by each navigation menu item.
The value of M may be set by a technician according to actual needs, so as to ensure that the statistical data has generality, which is not specifically limited in this embodiment.
The above steps S303-S304 are the process of determining the third candidate set.
Preferably, the processes of determining the first candidate set, determining the second candidate set and determining the third candidate set are performed in parallel to improve the efficiency of generating the primary navigation menu for each user.
Step S305, determining navigation menu items contained in the union set of the first candidate set, the second candidate set and the third candidate set as candidate menu items corresponding to the target user.
In this embodiment, an intersection may exist between any two of the first candidate set, the second candidate set, and the third candidate set, so that the navigation menu item included in the union of the first candidate set, the second candidate set, and the third candidate set is determined as the candidate menu item corresponding to the target user.
The above steps S301 to S305 are processes of determining candidate menu items corresponding to the target user according to the number of times each user uses each navigation menu item and the user information of each user.
In this embodiment, fig. 3 only illustrates an example of sequentially determining the first candidate set, the second candidate set, and the third candidate set in order, and this embodiment does not specifically limit the order of determining the first candidate set, the second candidate set, and the third candidate set.
And step S306, scoring the candidate menu items according to the times of using the candidate menu items by the users and the user information of the users.
In this embodiment, scoring the candidate menu items according to the number of times each user uses each candidate menu item and the user information of each user may be specifically implemented in the following manner:
firstly, respectively ordering candidate menu items in a first candidate set, a second candidate set and a third candidate set to obtain a first candidate sequence, a second candidate sequence and a third candidate sequence:
arranging all candidate menu items in the first candidate set according to the sequence of the use times of the target user from high to low to obtain a first candidate sequence; arranging the candidate menu items in the second candidate set from high to low according to the use times of the users with the same attribution as the target user to obtain a second candidate sequence; and arranging the candidate menu items in the third candidate set according to the sequence of the using times of the similar users of the target user from high to low to obtain a third candidate sequence.
Secondly, taking each candidate menu item as a target menu item, calculating a first score, a second score and a third score of the target menu item corresponding to the first candidate sequence, the second candidate sequence and the third candidate sequence respectively:
if the target menu item belongs to the first candidate set, calculating a first score of the target menu item according to the arrangement order of the target menu item in the first candidate sequence and the first weight; if the target menu item does not belong to the first candidate set, the first score of the target menu item is set to zero.
If the target menu item belongs to the second candidate set, calculating a second score of the target menu item according to the arrangement order of the target menu item in the second candidate sequence and the second weight; if the target menu item does not belong to the second candidate set, the second score of the target menu item is set to zero.
If the target menu item belongs to the third candidate set, calculating a third score of the target menu item according to the arrangement order of the target menu item in the third candidate sequence and a third weight; if the target menu item does not belong to the third candidate set, the third score of the target menu item is set to zero.
Wherein the first weight is greater than the second weight and the first weight is greater than the third weight. Alternatively, the second weight may be equal to the third weight. For example, the first weight may be set to 15, the second weight, and the third weight may be set to 10. In this embodiment, the first weight, the second weight, and the third weight may be set by a technician according to actual conditions, and this embodiment does not specifically limit this.
Thirdly, calculating the final score of the target menu item according to the first score, the second score and the third score:
the final score of the target menu item is the maximum of the first score, the second score, and the third score.
And step S307, arranging the N candidate menu items with the highest scores in the order of the scores from high to low to form a navigation menu of the target user.
After the final score of each candidate menu item is obtained through calculation, in the step, according to the score of each candidate menu item, N candidate menu items with the highest score are selected, and the sub-scores of the N candidate menu items with the highest score are arranged from high to low in sequence to form a navigation menu of the target user.
After the navigation menu of each user is generated, the navigation menu of each user and the corresponding user identification are correspondingly stored in the memory database according to the preset format, so that the IVR system can play the personalized recommended navigation menu according to the user identification at the first time of call connection by taking the recommended data from the memory database, the waiting time of the customer is reduced, and the satisfaction degree of the customer is improved. Wherein the user identification may be a telephone number.
According to the embodiment of the invention, N navigation menu items with the maximum use times of a target user are determined according to the use times of the navigation menu items of the target user, so that a first candidate set is formed; determining N navigation menu items with the maximum use times of users with the same attribution as the target user according to the attribution of the target user to form a second candidate set; determining N navigation menu items with the maximum use times of similar users of a target user according to the user information of each user to form a third candidate set; the navigation menu items contained in the union set of the first candidate set, the second candidate set and the third candidate set are determined as candidate menu items corresponding to the target user, the candidate menu items are respectively graded, the N candidate menu items with the highest scores are arranged according to the sequence of the scores from high to low to form the navigation menu of the target user, the candidate navigation menu is expanded to automatically generate personalized primary navigation menus for all users, and the generated primary navigation menus of all users are more in line with the use habits of the users, so that the service efficiency of the interactive voice response system is further improved.
Example four
Fig. 4 is a schematic structural diagram of a navigation menu generating device according to a fourth embodiment of the present invention. The apparatus for generating a navigation menu according to the embodiment of the present invention may execute the processing procedure according to the method for generating a navigation menu, as shown in fig. 4, where the apparatus 40 includes: an acquisition module 401, a statistics module 402 and a scoring and menu generation module 403.
The obtaining module 401 is configured to obtain first behavior log data of each user using the interactive voice response system and second behavior log data of each user using the agent system.
The counting module 402 is configured to count the times that each user uses each navigation menu item according to the first behavior log data and the second behavior log data; the navigation menu items include a primary navigation menu item and a non-primary navigation menu item.
The scoring and menu generating module 403 is configured to score each navigation menu item according to the number of times each user uses each navigation menu item and user information of each user, and generate a first-level navigation menu of a target user. The target user is any one of the users.
The apparatus provided in the embodiment of the present invention may be specifically configured to execute the method embodiment provided in the first embodiment, and specific functions are not described herein again.
According to the embodiment of the invention, first behavior log data of each user using an interactive voice response system and second behavior log data of each user using an agent system are obtained; counting the times of using each navigation menu item by each user according to the first behavior log data and the second behavior log data; the navigation menu item comprises a primary navigation menu item and a non-primary navigation menu item; according to the times of using each navigation menu item by each user and the user information of each user, scoring is carried out on each navigation menu item to generate a primary navigation menu of a target user, and the generation of a personalized primary navigation menu according to the scoring of the primary navigation menu item and the non-primary navigation menu item aiming at different target users is realized, so that the service efficiency of the interactive voice response system can be improved.
EXAMPLE five
Fig. 5 is a schematic structural diagram of a navigation menu generating device according to a fifth embodiment of the present invention. On the basis of the fourth embodiment, in this embodiment, as shown in fig. 5, the statistical module 402 includes: a first statistics sub-module 4021, a second statistics sub-module 4022, and a first determination sub-module 4023.
The first statistical sub-module 4021 is configured to count the number of times that each user uses each navigation menu item through the interactive voice response system according to the first behavior log data of each user using the interactive voice response system.
The second statistical sub-module 4022 is configured to count the number of times that each user uses each navigation menu item through the agent system according to the second behavior log data of each user using the agent system.
The first determining sub-module 4023 is configured to determine the number of times each user uses any one of the navigation menu items as the sum of the number of times each user uses the navigation menu item through the interactive voice response system and the number of times each user uses the navigation menu item through the agent system.
Specifically, the second statistical submodule 4022 is further configured to:
all log information in the second behavior log data is voice logs, semantic analysis is carried out on each voice log in the second behavior log data according to second behavior log data of each user using the agent system, and the frequency of occurrence of each navigation menu item in each voice log in the second behavior log data is determined; and counting the times of using each navigation menu item by each user through the agent system according to the times of appearing each navigation menu item in each voice log in the second behavior log data and the user information corresponding to each voice log.
The apparatus provided in the embodiment of the present invention may be specifically configured to execute the method embodiment provided in the second embodiment, and specific functions are not described herein again.
According to the embodiment of the invention, the times of using each navigation menu item by each user through the interactive voice response system are counted according to the first behavior log data of using the interactive voice response system by each user by acquiring the first behavior log data of using the interactive voice response system by each user and the second behavior log data of using the agent system by each user; counting the times of using each navigation menu item by each user through the agent system according to second behavior log data of using the agent system by each user; the number of times that each user uses any one navigation menu item is determined as the sum of the number of times that each user uses the navigation menu item through the interactive voice response system and the number of times that each user uses the navigation menu item through the seat system, so that the counted number of times that each user uses each navigation menu item is more accurate, each navigation menu item is scored according to the number of times that each user uses each navigation menu item and the user information of each user, the generated primary navigation menu of the target user better conforms to the use habit of the user, and the service efficiency of the interactive voice response system is further improved.
EXAMPLE six
Fig. 6 is a schematic structural diagram of a navigation menu generating device according to a sixth embodiment of the present invention. On the basis of the fourth or fifth embodiment, in this embodiment, as shown in fig. 6, the scoring and menu generating module 403 includes: a second determination submodule 4031, a scoring submodule 4032 and a menu generation submodule 4033.
The second determining sub-module 4031 is configured to determine candidate menu items corresponding to the target user according to the number of times each user uses each navigation menu item and user information of each user.
The scoring sub-module 4032 is used for scoring each candidate menu item according to the number of times each user uses each candidate menu item and the user information of each user.
The menu generating sub-module 4033 is configured to arrange N candidate menu items with the highest score in order from high to low to form a primary navigation menu of the target user, where N is the number of navigation menu items in a preset primary navigation menu.
Specifically, the second determination submodule 4031 is further configured to:
determining N navigation menu items with the maximum use times of the target user according to the use times of the navigation menu items of the target user to form a first candidate set; determining N navigation menu items with the maximum use times of users with the same attribution as the target user according to the attribution of the target user to form a second candidate set;
determining similar users of the target user according to the user information of each user; determining N navigation menu items with the maximum use times of similar users of the target user according to the use times of the navigation menu items of each user to form a third candidate set; and determining navigation menu items contained in the union set of the first candidate set, the second candidate set and the third candidate set as candidate menu items corresponding to the target user.
In this embodiment, the scoring submodule 4032 is further configured to:
arranging all candidate menu items in the first candidate set according to the sequence of the use times of the target user from high to low to obtain a first candidate sequence; arranging the candidate menu items in the second candidate set from high to low according to the use times of the users with the same attribution as the target user to obtain a second candidate sequence; arranging all candidate menu items in the third candidate set according to the sequence of the using times of similar users of the target user from high to low to obtain a third candidate sequence; taking each candidate menu item as a target menu item, and if the target menu item belongs to a first candidate set, calculating a first score of the target menu item according to the arrangement sequence of the target menu item in a first candidate sequence and a first weight; if the target menu item belongs to the second candidate set, calculating a second score of the target menu item according to the arrangement order of the target menu item in the second candidate sequence and the second weight; if the target menu item belongs to the third candidate set, calculating a third score of the target menu item according to the arrangement order of the target menu item in the third candidate sequence and a third weight; the final score of the target menu item is the maximum of the first score, the second score, and the third score.
Wherein the first weight is greater than the second weight and the first weight is greater than the third weight.
The apparatus provided in the embodiment of the present invention may be specifically configured to execute the method embodiment provided in the third embodiment, and specific functions are not described herein again.
According to the embodiment of the invention, N navigation menu items with the maximum use times of a target user are determined according to the use times of the navigation menu items of the target user, so that a first candidate set is formed; determining N navigation menu items with the maximum use times of users with the same attribution as the target user according to the attribution of the target user to form a second candidate set; determining N navigation menu items with the maximum use times of similar users of a target user according to the user information of each user to form a third candidate set; the navigation menu items contained in the union set of the first candidate set, the second candidate set and the third candidate set are determined as candidate menu items corresponding to the target user, the candidate menu items are respectively graded, the N candidate menu items with the highest scores are arranged according to the sequence of the scores from high to low to form the navigation menu of the target user, the candidate navigation menu is expanded to automatically generate personalized primary navigation menus for all users, and the generated primary navigation menus of all users are more in line with the use habits of the users, so that the service efficiency of the interactive voice response system is further improved.
In the embodiments provided in the present invention, it should be understood that the disclosed apparatus and method may be implemented in other ways. For example, the above-described apparatus embodiments are merely illustrative, and for example, the division of the units is only one logical division, and other divisions may be realized in practice, for example, a plurality of units or components may be combined or integrated into another system, or some features may be omitted, or not executed. In addition, the shown or discussed mutual coupling or direct coupling or communication connection may be an indirect coupling or communication connection through some interfaces, devices or units, and may be in an electrical, mechanical or other form.
The units described as separate parts may or may not be physically separate, and parts displayed as units may or may not be physical units, may be located in one place, or may be distributed on a plurality of network units. Some or all of the units can be selected according to actual needs to achieve the purpose of the solution of the embodiment.
In addition, functional units in the embodiments of the present invention may be integrated into one processing unit, or each unit may exist alone physically, or two or more units are integrated into one unit. The integrated unit can be realized in a form of hardware, or in a form of hardware plus a software functional unit.
The integrated unit implemented in the form of a software functional unit may be stored in a computer readable storage medium. The software functional unit is stored in a storage medium and includes several instructions to enable a computer device (which may be a personal computer, a server, or a network device) or a processor (processor) to execute some steps of the methods according to the embodiments of the present invention. And the aforementioned storage medium includes: various media capable of storing program codes, such as a usb disk, a removable hard disk, a Read-Only Memory (ROM), a Random Access Memory (RAM), a magnetic disk, or an optical disk.
It is obvious to those skilled in the art that, for convenience and simplicity of description, the foregoing division of the functional modules is merely used as an example, and in practical applications, the above function distribution may be performed by different functional modules according to needs, that is, the internal structure of the device is divided into different functional modules to perform all or part of the above described functions. For the specific working process of the device described above, reference may be made to the corresponding process in the foregoing method embodiment, which is not described herein again.
Finally, it should be noted that: the above embodiments are only used to illustrate the technical solution of the present invention, and not to limit the same; while the invention has been described in detail and with reference to the foregoing embodiments, it will be understood by those skilled in the art that: the technical solutions described in the foregoing embodiments may still be modified, or some or all of the technical features may be equivalently replaced; and the modifications or the substitutions do not make the essence of the corresponding technical solutions depart from the scope of the technical solutions of the embodiments of the present invention.
Claims (8)
1. A method for generating a navigation menu, comprising:
acquiring first behavior log data of each user using an interactive voice response system and second behavior log data of each user using an agent system;
counting the times of using each navigation menu item by each user according to the first behavior log data and the second behavior log data; the navigation menu items comprise a primary navigation menu item and a non-primary navigation menu item;
scoring the navigation menu items according to the times of using the navigation menu items by the users and the user information of the users to generate a primary navigation menu of the target user;
the target user is any one of the users;
the scoring of each navigation menu item according to the times of using each navigation menu item by each user and the user information of each user to generate a primary navigation menu of a target user comprises the following steps:
determining candidate menu items corresponding to the target user according to the times of using the navigation menu items by the users and the user information of the users;
scoring each candidate menu item according to the frequency of using each candidate menu item by each user and the user information of each user;
arranging the N candidate menu items with the highest scores in the sequence from high to low to form a primary navigation menu of the target user, wherein N is the number of navigation menu items in the preset primary navigation menu;
determining candidate menu items corresponding to the target user according to the times of using the navigation menu items by the users and the user information of the users comprises:
determining N navigation menu items with the maximum use times of the target user according to the use times of the navigation menu items of the target user to form a first candidate set;
determining N navigation menu items with the maximum use times of users with the same attribution as the target user according to the attribution of the target user to form a second candidate set;
determining similar users of the target user according to the user information of each user;
determining N navigation menu items with the maximum use times of similar users of the target user according to the use times of the navigation menu items of the users to form a third candidate set;
and determining navigation menu items contained in the union set of the first candidate set, the second candidate set and the third candidate set as candidate menu items corresponding to the target user.
2. The method of claim 1, wherein counting the number of times each user uses each navigation menu item according to the first behavior log data and the second behavior log data comprises:
counting the times of using each navigation menu item by each user through the interactive voice response system according to the first behavior log data of each user using the interactive voice response system;
counting the times of using each navigation menu item by each user through the agent system according to second behavior log data of using the agent system by each user;
and determining the times of using any one navigation menu item by each user as the sum of the times of using the navigation menu item by each user through the interactive voice response system and the times of using the navigation menu item by each user through the seat system.
3. The method of claim 2, wherein counting the number of times each user uses each navigation menu item through the agent system according to the second behavior log data of each user using the agent system comprises:
all log information in the second behavior log data is voice logs, semantic analysis is carried out on each voice log in the second behavior log data according to second behavior log data of each user using the agent system, and the frequency of occurrence of each navigation menu item in each voice log in the second behavior log data is determined;
and counting the times of using each navigation menu item by each user through the agent system according to the times of appearing each navigation menu item in each voice log in the second behavior log data and the user information corresponding to each voice log.
4. The method of claim 1, wherein scoring each of the candidate menu items based on a number of times each of the users used each of the candidate menu items and user information for each of the users comprises:
arranging all candidate menu items in the first candidate set according to the sequence of the target user use times from high to low to obtain a first candidate sequence;
arranging all candidate menu items in the second candidate set according to the sequence of the number of times of use of the user with the same attribution as the target user from high to low to obtain a second candidate sequence;
arranging all candidate menu items in the third candidate set according to the sequence of the use times of similar users of the target user from high to low to obtain a third candidate sequence;
taking each candidate menu item as a target menu item, and if the target menu item belongs to the first candidate set, calculating a first score of the target menu item according to the arrangement order of the target menu item in the first candidate sequence and a first weight;
if the target menu item belongs to the second candidate set, calculating a second score of the target menu item according to the arrangement order of the target menu item in the second candidate sequence and a second weight;
if the target menu item belongs to the third candidate set, calculating a third score of the target menu item according to the arrangement order of the target menu item in the third candidate sequence and a third weight;
the final score of the target menu item is the maximum value of the first score, the second score and the third score;
wherein the first weight is greater than the second weight and the first weight is greater than the third weight.
5. An apparatus for generating a navigation menu, comprising:
the acquisition module is used for acquiring first behavior log data of each user using the interactive voice response system and second behavior log data of each user using the seat system;
the statistical module is used for counting the times of using each navigation menu item by each user according to the first behavior log data and the second behavior log data; the navigation menu items comprise a primary navigation menu item and a non-primary navigation menu item;
the scoring and menu generating module is used for scoring the navigation menu items according to the times of using the navigation menu items by the users and the user information of the users to generate a primary navigation menu of the target user;
the target user is any one of the users;
the scoring and menu generating module comprises:
the second determining submodule is used for determining candidate menu items corresponding to the target user according to the times of using each navigation menu item by each user and the user information of each user;
the scoring submodule is used for scoring the candidate menu items according to the times of using the candidate menu items by the users and the user information of the users;
the menu generation submodule is used for arranging the N candidate menu items with the highest score in the sequence from high to low to form a primary navigation menu of the target user, wherein N is the number of navigation menu items in the preset primary navigation menu;
the second determination submodule is further configured to:
determining N navigation menu items with the maximum use times of the target user according to the use times of the navigation menu items of the target user to form a first candidate set;
determining N navigation menu items with the maximum use times of users with the same attribution as the target user according to the attribution of the target user to form a second candidate set;
determining similar users of the target user according to the user information of each user;
determining N navigation menu items with the maximum use times of similar users of the target user according to the use times of the navigation menu items of the users to form a third candidate set;
and determining navigation menu items contained in the union set of the first candidate set, the second candidate set and the third candidate set as candidate menu items corresponding to the target user.
6. The apparatus of claim 5, wherein the statistics module comprises:
the first statistic sub-module is used for counting the times of using each navigation menu item by each user through the interactive voice response system according to the first behavior log data of using the interactive voice response system by each user;
the second counting submodule is used for counting the times of using each navigation menu item by each user through the seat system according to second behavior log data of using the seat system by each user;
the first determining sub-module is used for determining the times of using any one navigation menu item by each user as the sum of the times of using the navigation menu item by each user through the interactive voice response system and the times of using the navigation menu item by each user through the seat system.
7. The apparatus of claim 6, wherein the second statistics submodule is further configured to:
all log information in the second behavior log data is voice logs, semantic analysis is carried out on each voice log in the second behavior log data according to second behavior log data of each user using the agent system, and the frequency of occurrence of each navigation menu item in each voice log in the second behavior log data is determined;
and counting the times of using each navigation menu item by each user through the agent system according to the times of appearing each navigation menu item in each voice log in the second behavior log data and the user information corresponding to each voice log.
8. The apparatus of claim 5, wherein the scoring submodule is further configured to:
arranging all candidate menu items in the first candidate set according to the sequence of the target user use times from high to low to obtain a first candidate sequence;
arranging all candidate menu items in the second candidate set according to the sequence of the number of times of use of the user with the same attribution as the target user from high to low to obtain a second candidate sequence;
arranging all candidate menu items in the third candidate set according to the sequence of the use times of similar users of the target user from high to low to obtain a third candidate sequence;
taking each candidate menu item as a target menu item, and if the target menu item belongs to the first candidate set, calculating a first score of the target menu item according to the arrangement order of the target menu item in the first candidate sequence and a first weight;
if the target menu item belongs to the second candidate set, calculating a second score of the target menu item according to the arrangement order of the target menu item in the second candidate sequence and a second weight;
if the target menu item belongs to the third candidate set, calculating a third score of the target menu item according to the arrangement order of the target menu item in the third candidate sequence and a third weight;
the final score of the target menu item is the maximum value of the first score, the second score and the third score;
wherein the first weight is greater than the second weight and the first weight is greater than the third weight.
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