CN107688950B - After-sale consultation method for household appliances, electronic equipment and computer readable storage medium - Google Patents
After-sale consultation method for household appliances, electronic equipment and computer readable storage medium Download PDFInfo
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- CN107688950B CN107688950B CN201710778924.8A CN201710778924A CN107688950B CN 107688950 B CN107688950 B CN 107688950B CN 201710778924 A CN201710778924 A CN 201710778924A CN 107688950 B CN107688950 B CN 107688950B
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- 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
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- G06F16/30—Information retrieval; Database structures therefor; File system structures therefor of unstructured textual data
- G06F16/33—Querying
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- G06F16/3329—Natural language query formulation or dialogue systems
Abstract
The invention discloses a household appliance after-sale consultation method, which comprises the following steps: acquiring input information of a user; converting the input information of the user into input parameters for after-sale consultation, and starting a preset search engine to match a search result corresponding to the input parameters from a preset household appliance after-sale knowledge base; and generating after-sale consultation answer data according to the search result, and sending the answer data to the client side of the user side. The invention also discloses an electronic device and a computer readable storage medium. According to the method, the input information is converted into the input parameters of after-sale consultation according to the input information, the search engine is started to match the search result corresponding to the input parameters from the preset household appliance after-sale knowledge base, after-sale consultation answer data are generated according to the search result, the after-sale consultation is not required to be completed manually, the intelligentization degree of the after-sale consultation is improved, and the efficiency and the accuracy of the after-sale consultation are improved in an automatic matching mode.
Description
Technical Field
The present invention relates to the field of data processing technologies, and in particular, to an after-sale consultation method for home appliances, an electronic device, and a computer-readable storage medium.
Background
At present, after-sale consultation of household appliances is mostly realized by manual customer service in real time or semi-real time to communicate with clients, and the defects of the mode are as follows:
the labor cost is high;
the quality of customer service answering questions is difficult to control;
when the consultation amount is large, the customer service cannot achieve the real-time response, and bad experience is caused.
Certainly, after-sale consultation can be answered through a webpage or a telephone recording mode, but the mode requires that a client searches for a consultation answer according to a given path, bad experience can be caused, and the real requirements of the client are difficult to be effectively covered.
In conclusion, the current after-sale consultation of the household appliances has low intelligentization degree, poor efficiency and poor accuracy.
And the adoption of other general classification modes for classifying texts in the field of household appliances leads to poor classification effect, poor accuracy and poor efficiency.
The above is only for the purpose of assisting understanding of the technical aspects of the present invention, and does not represent an admission that the above is prior art.
Disclosure of Invention
The invention mainly aims to provide an after-sale consultation method for household appliances, electronic equipment and a computer readable storage medium, and aims to solve the problems of low intelligent degree, low efficiency and low accuracy of the current after-sale consultation of the household appliances.
In order to achieve the above object, the after-sale consultation method for household appliances provided by the invention comprises the following steps:
acquiring input information of a user;
converting the input information of the user into input parameters for after-sale consultation, and starting a preset search engine to match a search result corresponding to the input parameters from a preset household appliance after-sale knowledge base;
and generating after-sale consultation answer data according to the search result, and sending the answer data to the client side of the user side.
Preferably, the step of generating after-market consultation answer data according to the search result includes:
when the search result comprises a plurality of search results, obtaining the matching degree of each search result;
and generating after-sale consultation answer data according to the search result with the highest matching degree.
Preferably, after the step of generating after-sales consulting answer data according to the search result with the highest matching degree, the method further includes:
determining the search results with the matching degree sequence greater than the preset sequence from the search results with the highest matching degree;
and generating after-sale consultation answer data according to the determined search result, and controlling the after-sale consultation answer data generated according to the determined search result to be displayed on a client interface of the user side in a bubble or floating window mode.
Preferably, before the step of converting the input information of the user into the input parameters for after-sale consultation, the method further comprises:
extracting classification parameters from the input information;
judging whether the input information is after-sale consultation input information or not according to the classification parameters;
and when the input information is after-sales consultation input information, executing a step of converting the input information of the user into input parameters of after-sales consultation.
Preferably, the step of converting the input information of the user into input parameters for after-sale consultation and enabling a preset search engine to match a search result corresponding to the input parameters from a preset after-sale knowledge base of the home appliance includes:
acquiring an influence factor corresponding to the after-sale consultation of the user side;
and correcting the input parameters according to the influence factors, and starting a preset search engine to match a search result corresponding to the corrected input parameters from a preset after-sale knowledge base of the household appliance.
Preferably, the step of converting the input information of the user into the input parameters for post-sale consultation includes:
carrying out error correction processing on the information input by the user according to a preset error correction mechanism;
and converting the input information after the error correction processing into input parameters for after-sale consultation.
Preferably, after the step of generating after-sale consultation answer data according to the search result and sending the answer data to the client side of the user side, the method further includes:
receiving feedback data sent by a user based on the after-sales consultation answer data;
when the feedback data contains denial data, changing the input parameters according to the feedback data;
and starting a preset search engine to match a search result corresponding to the changed input parameters from a preset after-sale knowledge base of the household appliance.
Preferably, the method further comprises:
and when the input information is other than text information, converting the input information into text information.
In addition, to achieve the above object, the present invention also provides an electronic device including: the household appliance after-sale consultation system comprises a memory, a processor and a household appliance after-sale consultation program which is stored on the memory and can run on the processor, wherein the household appliance after-sale consultation program realizes the household appliance after-sale consultation method when being executed by the processor.
In addition, to achieve the above object, the present invention further provides a computer-readable storage medium, in which a home appliance after-sale consultation program is stored, and when executed by a processor, the home appliance after-sale consultation program implements the home appliance after-sale consultation method as described above.
According to the method, the input information is converted into the input parameters of after-sale consultation according to the input information, the search engine is started to match the search result corresponding to the input parameters from the preset household appliance after-sale knowledge base, after-sale consultation answer data are generated according to the search result, the after-sale consultation is not required to be completed manually, the intelligentization degree of the after-sale consultation is improved, and the efficiency and the accuracy of the after-sale consultation are improved in an automatic matching mode.
Drawings
Fig. 1 is a schematic structural diagram of an electronic device in a hardware operating environment according to an embodiment of the present invention;
FIG. 2 is a flowchart illustrating a method for after-sale consultation of a household appliance according to a first embodiment of the present invention;
FIG. 3 is a schematic flow chart illustrating the process of generating after-sales consultation answer data according to the search result according to an embodiment of the present invention;
FIG. 4 is a flowchart illustrating a method for after-sale consultation of a household appliance according to a second embodiment of the present invention;
FIG. 5 is a flowchart illustrating a method for after-sale consultation of a household appliance according to a third embodiment of the present invention;
fig. 6 is a schematic flow chart illustrating a process of converting the input information of the user into input parameters for after-sale consultation and enabling a preset search engine to match a search result corresponding to the input parameters according to an embodiment of the present invention;
fig. 7 is a flowchart illustrating a method for after-sale consultation of a home appliance according to a fourth embodiment of the present invention.
The implementation, functional features and advantages of the objects of the present invention will be further explained with reference to the accompanying drawings.
Detailed Description
It should be understood that the specific embodiments described herein are merely illustrative of the invention and are not intended to limit the invention.
The main solution of the embodiment of the invention is as follows: acquiring input information of a user; converting the input information of the user into input parameters for after-sale consultation, and starting a preset search engine to match a search result corresponding to the input parameters from a preset household appliance after-sale knowledge base; and generating after-sale consultation answer data according to the search result, and sending the answer data to the client side of the user side.
The current after-sale consultation of the household appliances has the problems of low intelligentization degree, poor efficiency and poor accuracy. The invention provides a solution, which is characterized in that input information is converted into input parameters for after-sale consultation according to the input information, a search engine is started to match a search result corresponding to the input parameters from a preset household appliance after-sale knowledge base, after-sale consultation answer data is generated according to the search result, the after-sale consultation is not required to be completed manually, the intelligentization degree of the after-sale consultation is improved, and the efficiency and the accuracy of the after-sale consultation are improved in an automatic matching mode.
As shown in fig. 1, fig. 1 is a schematic structural diagram of an electronic device in a hardware operating environment according to an embodiment of the present invention.
The electronic equipment in the embodiment of the invention can be equipment which can be controlled by an air conditioner, a fan, a refrigerator and the like, can also be control equipment such as a PC, a smart phone, a tablet personal computer or a portable computer, or equipment such as a server or a home gateway.
As shown in fig. 1, the electronic device may include: a processor 1001, such as a CPU, a network interface 1004, a user interface 1003, a memory 1005, a communication bus 1002. Wherein a communication bus 1002 is used to enable connective communication between these components. The user interface 1003 may include a Display screen (Display), an input unit such as a Keyboard (Keyboard), and the optional user interface 1003 may also include a standard wired interface, a wireless interface. The network interface 1004 may optionally include a standard wired interface, a wireless interface (e.g., WI-FI interface). The memory 1005 may be a high-speed RAM memory or a non-volatile memory (e.g., a magnetic disk memory). The memory 1005 may alternatively be a storage device separate from the processor 1001.
Optionally, the electronic device may further include a camera, RF (Radio Frequency) circuitry, sensors, audio circuitry, a WiFi module, an anemometer, and so forth. Such as image sensors, infrared sensors, and other sensors. Specifically, the image sensor or the infrared sensor can detect the position of a user in the space acted by the air conditioner, and the rotating speed of the indoor fan of the air conditioner is controlled through the position. The wind speed measuring instrument is used for measuring the wind speed of the position where a user is located, and the wind speeds of different positions are different. As one of the motion sensors, the gravity acceleration sensor can detect the magnitude of acceleration in each direction (generally, three axes), detect the magnitude and direction of gravity when the motion sensor is stationary, and can be used for applications of recognizing the posture of electronic equipment (such as horizontal and vertical screen switching, related games, magnetometer posture calibration), vibration recognition related functions (such as pedometer and tapping) and the like; of course, the electronic device may also be configured with other sensors such as a gyroscope, a barometer, a hygrometer, a thermometer, a temperature sensor, and a holman sensor, which are not described herein again.
Those skilled in the art will appreciate that the terminal structure shown in fig. 1 does not constitute a limitation of the electronic device and may include more or fewer components than those shown, or some components may be combined, or a different arrangement of components.
As shown in fig. 1, a memory 1005, which is a kind of computer storage medium, may include therein an operating system, a network communication module, a user interface module, and an appliance after-market consultation application.
In the terminal shown in fig. 1, the network interface 1004 is mainly used for connecting to a backend server and performing data communication with the backend server; the user interface 1003 is mainly used for connecting a client (user side) and performing data communication with the client; and the processor 1001 may be configured to call the after-market appliance consultation application stored in the memory 1005 and perform the following operations:
acquiring input information of a user;
converting the input information of the user into input parameters for after-sale consultation, and starting a preset search engine to match a search result corresponding to the input parameters from a preset household appliance after-sale knowledge base;
and generating after-sale consultation answer data according to the search result, and sending the answer data to the client side of the user side.
Further, the processor 1001 may be configured to call an after-market appliance consultation application stored in the memory 1005 and perform the following operations:
when the search result comprises a plurality of search results, obtaining the matching degree of each search result;
and generating after-sale consultation answer data according to the search result with the highest matching degree.
Further, after the step of generating after-sale consultation answer data according to the search result with the highest matching degree, the processor 1001 may be configured to call the after-sale consultation application program stored in the memory 1005, and perform the following operations:
determining the search results with the matching degree sequence greater than the preset sequence from the search results with the highest matching degree;
and generating after-sale consultation answer data according to the determined search result, and controlling the after-sale consultation answer data generated according to the determined search result to be displayed on a client interface of the user side in a bubble or floating window mode.
Further, before the step of converting the input information of the user into the input parameters for after-sales consultation, the processor 1001 may be configured to call the after-sales consultation application of the home appliance stored in the memory 1005, and perform the following operations:
extracting classification parameters from the input information;
judging whether the input information is after-sale consultation input information or not according to the classification parameters;
and when the input information is after-sales consultation input information, executing a step of converting the input information of the user into input parameters of after-sales consultation.
Further, the processor 1001 may be configured to call an after-market appliance consultation application stored in the memory 1005 and perform the following operations:
acquiring an influence factor corresponding to the after-sale consultation of the user side;
and correcting the input parameters according to the influence factors, and starting a preset search engine to match a search result corresponding to the corrected input parameters from a preset after-sale knowledge base of the household appliance.
Further, the processor 1001 may be configured to call an after-market appliance consultation application stored in the memory 1005 and perform the following operations:
carrying out error correction processing on the information input by the user according to a preset error correction mechanism;
and converting the input information after the error correction processing into input parameters for after-sale consultation.
Further, after the step of generating after-sale consultation answer data according to the search result and sending the answer data to the client side of the user, the processor 1001 may be configured to invoke the home appliance after-sale consultation application stored in the memory 1005, and perform the following operations:
receiving feedback data sent by a user based on the after-sales consultation answer data;
when the feedback data contains denial data, changing the input parameters according to the feedback data;
and starting a preset search engine to match a search result corresponding to the changed input parameters from a preset after-sale knowledge base of the household appliance.
Further, the processor 1001 may be configured to call an after-market appliance consultation application stored in the memory 1005 and perform the following operations:
and when the input information is other than text information, converting the input information into text information.
Referring to fig. 2, a first embodiment of the present invention provides an after-sale consultation method for a home appliance, including:
step S10, acquiring input information of a user;
in this embodiment, an after-sale consultation APP client is provided, or a browser operation interface is provided to provide an after-sale service, or an after-sale service is provided through a telephone or a short message, or an after-sale service is provided through a public number. When the user needs the after-sales service, the after-sales service is started, and the needed after-sales information is input through any one of the above manners, wherein the input after-sales information is called as input information, and the input information can be in a format of voice, characters, pictures, video and the like. Acquiring input information of a user, wherein the input information comprises information required by after-sale consultation.
When the input information is in a text format, the input information is directly used in the subsequent steps; when the input information is in other formats (except the text format), converting the input information into the text format (when the input information is in other formats than the text information, converting the input information into the text information), and then transferring to the subsequent steps after converting the format.
In an embodiment of the present invention, the input information may be input by phone or text message (input by phone or text message or other input methods without an input box at long distance or short distance), rather than by the input interface alone.
Step S20, converting the input information of the user into input parameters for after-sale consultation, and starting a preset search engine to match a search result corresponding to the input parameters;
the method comprises the steps of presetting a knowledge base, wherein the knowledge base collects, stores and manages after-sale related knowledge of the household appliance, such as information of reasons of faults, solutions, after-sale problems easy to occur and the like.
After the input information of the user is acquired, the input information of the user is converted into input parameters for after-sale consultation, namely, the knowledge base has a set text information format, the input information of the user is converted into a format conforming to the knowledge base, a preset search engine is started to match search results corresponding to the input parameters, the search engine carries out classified indexing on data of the knowledge base, an index file is established, and the search engine matches the search results according to the input parameters.
In order to improve the accuracy of after-sale consultation, in an embodiment of the present invention, before converting the input information into the input parameters, the input information is processed to remove interference, and the process of processing the input information is as follows: preprocessing input information, extracting characteristic words, segmenting the input information, and removing stop words from the segmented input information. The processing process is a noise-removing process, interference is eliminated, subsequent classification and identification are more accurate, and the processing process can be realized by extracting characteristic words, segmenting words and taking out stop words through the existing preprocessing, and is not repeated one by one.
In an embodiment of the present invention, in order to improve the accuracy of the search, the converting the input information of the user into the input parameters of the after-sale consultation includes: carrying out error correction processing on the information input by the user according to a preset error correction mechanism; and converting the input information after the error correction processing into input parameters for after-sale consultation. And correcting errors according to the input information of the preset dictionary library, finding out error information obviously not conforming to the dictionary library, removing the error information, and converting the input information after the error information is removed into input parameters for after-sale consultation.
Step S30, generating after-sale consultation answer data according to the search result, and sending the answer data to the client side of the user side.
After the search results are searched by the search engine, answer data are assembled according to the search results.
In an embodiment of the present invention, when there are a plurality of search results, referring to fig. 3, the step of generating after-sales consultation answer data according to the search results includes:
step S31, when the search result includes a plurality of pieces, obtaining the matching degree of each search result;
and step S32, generating after-sale consultation answer data according to the search result with the highest matching degree. And when the search results are multiple, sorting according to different matching degrees, finding the search result with the highest matching degree, and generating after-sale consultation answer data. The matching degree is calculated according to variables selected by a user, wherein the variables comprise keyword matching, service type matching and the like. And when one search result exists, after-sale consultation answer data is directly generated according to the search result. After the after-sale consultation answer data is generated, the answer data is sent to the client side of the user side, namely, the client side sends the answer data to the user, so that the user can know the after-sale consultation result. The output mode can be voice, characters, images, videos, pictures and texts or web page links and the like, or output by a public number mode.
According to the embodiment, the input information is converted into the input parameters of after-sale consultation according to the input information, the search engine is started to match the search result corresponding to the input parameters from the preset household appliance after-sale knowledge base, after-sale consultation answer data are generated according to the search result, the after-sale consultation is not required to be completed manually, the intelligentization degree of the after-sale consultation is improved, and the efficiency and the accuracy of the after-sale consultation are improved in an automatic matching mode.
In an embodiment of the present invention, referring to fig. 4, after the step of generating after-sale consultation answer data according to the search result with the highest matching degree, the method further includes:
step S33, determining the search results with the matching degree sequence greater than the preset sequence from the search results with the highest matching degree;
and step S34, generating after-sale consultation answer data according to the determined search result, and controlling the after-sale consultation answer data generated according to the determined search result to be displayed on the user side client interface in a bubble or floating window mode.
In this example, a plurality of search results can be searched according to the search engine input parameters, and the search result with the matching degree rank greater than the preset rank is determined from the search results with the highest matching degree, wherein the preset rank is the rank higher than the top 3 or the rank higher than the top 5, and the like, and is set according to the requirement, or is set according to the number of the search results, for example, 5 to 10, and is the rank higher than the top 3; 10-20 in sequence higher than the first 5; more than 20 strips are arranged in a higher order than the first 8 strips, and of course, other orders are also included, and no examples are given here. And generating after-sale consultation answer data according to the determined search result, controlling the after-sale consultation answer data generated according to the determined search result to be displayed on a client interface at the user side in a bubble or floating window mode, and displaying the after-sale consultation answer data corresponding to the search result with the sequence greater than the preset sequence on a public interface or an APP or webpage link interface in the bubble or floating window mode. The bubble or the floating window does not affect the operation of the current interface. By the mode, more after-sale consultation answer data are provided for the user to refer to, so that the referred data are more convenient.
In an embodiment of the present invention, referring to fig. 5, before the step of converting the input information of the user into the input parameters for after-sales consultation, the method further includes:
step S40, extracting classification parameters from the input information;
step S50, judging whether the input information is after-sale consultation input information according to the classification parameters;
and step S60, when the input information is after-sale consultation input information, executing the step of converting the input information of the user into the input parameters of the after-sale consultation.
The system is also provided with a classifier, a statistical model is established in a classifier learning mode, input information is converted into input parameters of the classifier, intention classification data of a user is calculated according to a preset statistical model and an algorithm, and the step of converting the input information of the user into the input parameters of after-sale consultation is executed according to classification data judgment if the input information belongs to the after-sale consultation input information. If not, then the process proceeds to other operations, rather than subsequent operations for after-sales consultation. For example, to control the operation, the operation of the corresponding home appliance is controlled. Through categorised, prevent the maloperation for after sale consultation operation is more accurate, effective.
In an embodiment of the present invention, referring to fig. 6, the step of converting the input information of the user into an input parameter for after-sale consultation, and enabling a preset search engine to match a search result corresponding to the input parameter from a preset after-sale knowledge base of the home appliance includes:
step S21, obtaining the influence factor corresponding to the after-sale consultation;
and step S22, correcting the input parameters according to the influence factors, and starting a preset search engine to match a search result corresponding to the corrected input parameters from a preset after-sale knowledge base of the household appliances.
The method comprises the steps of acquiring influence factors corresponding to after-sale consultation from a user side, wherein the influence factors are running states or operation information of the after-sale consultation household appliance or environment information of the user side and the like, and the influence factors are required to be consulted due to different environments of the user side or different running conditions of the corresponding after-sale consultation household appliance. And correcting the input parameters according to the influence factors, and starting a preset search engine to match a search result corresponding to the corrected input parameters from a preset after-sale knowledge base of the household appliance. And the corrected correction value is obtained according to the value of the influence factor, the corresponding relation between the value of the influence factor and the correction value is set in advance, the correction value corresponding to the influence factor is obtained according to the corresponding relation, and the input parameter is corrected. Input parameters are corrected through factors of a user side, and after-sale consultation is improved more accurately.
In an embodiment of the present invention, referring to fig. 7, after the step of generating after-sales consultation answer data according to the search result and sending the answer data to the client on the user side, the method further includes:
step S70, receiving feedback data sent by the user based on the after-sales consultation answer data;
step S80, when the feedback data contains negative data, the input parameters are changed according to the feedback data;
and step S90, starting a preset search engine to match a search result corresponding to the changed input parameters from a preset after-sale knowledge base of the household appliance.
In this embodiment, after the after-sales consultation information is output, for example, the answer data is sent to the client on the user side. Receiving feedback of the user on after-sales consultation, and if the feedback is correct, continuing to receive input information to indicate that the required after-sales consultation information is fed back to the user; if the feedback is wrong, namely when negative information is contained, the input parameters are changed according to the feedback data; and starting a preset search engine to match a search result corresponding to the changed input parameters from a preset after-sale knowledge base of the household appliance. And extracting input parameters aiming at the search engine from the user feedback data to correct so as to search out correct and accurate search results and further obtain correct after-sale consultation answer data. The accuracy of after-sale consultation is improved by continuously correcting the input parameters of the search engine according to the wishes of the user.
The present invention also provides an electronic device, including: the system comprises a memory, a processor and a household after-sale consultation program which is stored on the memory and can run on the processor, wherein the household after-sale consultation program realizes the household after-sale consultation method in the embodiment when being executed by the processor.
In the embodiment, the input information is converted into the input parameters of the after-sale consultation according to the input information, the search engine is started to match the search result corresponding to the input parameters from the preset household appliance after-sale knowledge base, the after-sale consultation answer data is generated according to the search result, the after-sale consultation is not required to be completed manually, the intelligentization degree of the after-sale consultation is improved, and the efficiency and the accuracy of the after-sale consultation are improved in an automatic matching mode.
In addition, an embodiment of the present invention further provides a computer-readable storage medium, where the computer-readable storage medium stores an after-sale consultation program of a home appliance, and when executed by the processor, the after-sale consultation program of the home appliance implements the following operations:
acquiring input information of a user;
converting the input information of the user into input parameters for after-sale consultation, and starting a preset search engine to match a search result corresponding to the input parameters from a preset household appliance after-sale knowledge base;
and generating after-sale consultation answer data according to the search result, and sending the answer data to the client side of the user side.
Further, the after-sale consultation program of the household appliance realizes the following operations when executed by the processor:
when the search result comprises a plurality of search results, obtaining the matching degree of each search result;
and generating after-sale consultation answer data according to the search result with the highest matching degree.
Further, after the step of generating after-sale consultation answer data according to the search result with the highest matching degree, the after-sale consultation program of the household appliance realizes the following operations when executed by the processor:
determining the search results with the matching degree sequence greater than the preset sequence from the search results with the highest matching degree;
and generating after-sale consultation answer data according to the determined search result, and controlling the after-sale consultation answer data generated according to the determined search result to be displayed on a client interface of the user side in a bubble or floating window mode.
Further, before the step of converting the input information of the user into the input parameters for the after-sales consultation, the after-sales consultation program of the home appliance, when executed by the processor, implements the following operations:
extracting classification parameters from the input information;
judging whether the input information is after-sale consultation input information or not according to the classification parameters;
and when the input information is after-sales consultation input information, executing a step of converting the input information of the user into input parameters of after-sales consultation.
Further, the after-sale consultation program of the household appliance realizes the following operations when executed by the processor:
acquiring an influence factor corresponding to the after-sale consultation of the user side;
and correcting the input parameters according to the influence factors, and starting a preset search engine to match a search result corresponding to the corrected input parameters from a preset after-sale knowledge base of the household appliance.
Further, the after-sale consultation program of the household appliance realizes the following operations when executed by the processor:
carrying out error correction processing on the information input by the user according to a preset error correction mechanism;
and converting the input information after the error correction processing into input parameters for after-sale consultation.
Further, after the step of generating after-sale consultation answer data according to the search result and sending the answer data to the client side of the user side, the after-sale consultation program of the household appliance realizes the following operations when executed by the processor:
receiving feedback data sent by a user based on the after-sales consultation answer data;
when the feedback data contains denial data, changing the input parameters according to the feedback data;
and starting a preset search engine to match a search result corresponding to the changed input parameters from a preset after-sale knowledge base of the household appliance.
Further, the after-sale consultation program of the household appliance realizes the following operations when executed by the processor:
and when the input information is other than text information, converting the input information into text information.
It should be noted that, in this document, the terms "comprises," "comprising," or any other variation thereof, are intended to cover a non-exclusive inclusion, such that a process, method, article, or system that comprises a list of elements does not include only those elements but may include other elements not expressly listed or inherent to such process, method, article, or system. Without further limitation, an element defined by the phrase "comprising an … …" does not exclude the presence of other like elements in a process, method, article, or system that comprises the element.
The above-mentioned serial numbers of the embodiments of the present invention are merely for description and do not represent the merits of the embodiments.
Through the above description of the embodiments, those skilled in the art will clearly understand that the method of the above embodiments can be implemented by software plus a necessary general hardware platform, and certainly can also be implemented by hardware, but in many cases, the former is a better implementation manner. Based on such understanding, the technical solution of the present invention may be embodied in the form of a software product, which is stored in a storage medium (e.g., ROM/RAM, magnetic disk, optical disk) as described above and includes instructions for enabling a terminal device (e.g., a mobile phone, a computer, a server, an air conditioner, or a network device) to execute the method according to the embodiments of the present invention.
The above description is only a preferred embodiment of the present invention, and not intended to limit the scope of the present invention, and all modifications of equivalent structures and equivalent processes, which are made by using the contents of the present specification and the accompanying drawings, or directly or indirectly applied to other related technical fields, are included in the scope of the present invention.
Claims (8)
1. An after-sale consultation method for household appliances is characterized by comprising the following steps:
acquiring input information of a user; the input information comprises at least one of a voice format, a text format, a picture format and a video format;
when the input information is input information other than text information, converting the input information into text information;
converting the input information of the user into input parameters for after-sale consultation, and starting a preset search engine to match a search result corresponding to the input parameters from a preset household appliance after-sale knowledge base;
generating after-sale consultation answer data according to the search result, and sending the answer data to a client side of a user side;
the step of converting the input information of the user into input parameters for after-sale consultation and starting a preset search engine to match a search result corresponding to the input parameters from a preset household appliance after-sale knowledge base comprises the following steps:
acquiring an influence factor corresponding to the after-sale consultation of the user side; the influence factor is the running state or operation information of the after-sale consultation household appliance or the environmental information of the user side;
and correcting the input parameters according to the correction values corresponding to the influence factors, and starting a preset search engine to match a search result corresponding to the corrected input parameters from a preset after-sale knowledge base of the household appliances.
2. The home appliance after-sale query method as claimed in claim 1, wherein the step of generating after-sale query answer data according to the search result comprises:
when the search result comprises a plurality of search results, obtaining the matching degree of each search result;
and generating after-sale consultation answer data according to the search result with the highest matching degree.
3. The home appliance after-sale query method as claimed in claim 2, wherein after the step of generating after-sale query answer data according to the search result with the highest matching degree, the method further comprises:
determining the search results with the matching degree sequence greater than the preset sequence from the search results with the highest matching degree;
and generating after-sale consultation answer data according to the determined search result, and controlling the after-sale consultation answer data generated according to the determined search result to be displayed on a client interface of the user side in a bubble or floating window mode.
4. The home appliance after-sale query method as claimed in claim 1, wherein the step of converting the input information of the user into the input parameters for after-sale query is preceded by the steps of:
extracting classification parameters from the input information;
judging whether the input information is after-sale consultation input information or not according to the classification parameters;
and when the input information is after-sales consultation input information, executing a step of converting the input information of the user into input parameters of after-sales consultation.
5. The home appliance after-sale consultation method according to claim 1, wherein said step of converting the input information of the user into the input parameters for after-sale consultation comprises:
carrying out error correction processing on the information input by the user according to a preset error correction mechanism;
and converting the input information after the error correction processing into input parameters for after-sale consultation.
6. The home appliance after-sale query method according to any one of claims 1 to 5, wherein after the step of generating after-sale query answer data according to the search result and sending the answer data to the client of the user side, the method further comprises:
receiving feedback data sent by a user based on the after-sales consultation answer data;
when the feedback data contains denial data, changing the input parameters according to the feedback data;
and starting a preset search engine to match a search result corresponding to the changed input parameters from a preset after-sale knowledge base of the household appliance.
7. An electronic device, characterized in that the electronic device comprises: a memory, a processor, and an after-market consultation program stored in the memory and executable on the processor, wherein the after-market consultation program implements the after-market consultation method according to any one of claims 1 to 6 when executed by the processor.
8. A computer-readable storage medium, wherein the computer-readable storage medium stores an after-sale consultation program for an electric appliance, and the after-sale consultation program implements the after-sale consultation method according to any one of claims 1 to 6 when executed by a processor.
Priority Applications (2)
| Application Number | Priority Date | Filing Date | Title |
|---|---|---|---|
| CN201710778924.8A CN107688950B (en) | 2017-08-31 | 2017-08-31 | After-sale consultation method for household appliances, electronic equipment and computer readable storage medium |
| PCT/CN2018/084790 WO2019041851A1 (en) | 2017-08-31 | 2018-04-27 | Home appliance after-sales consulting method, electronic device and computer-readable storage medium |
Applications Claiming Priority (1)
| Application Number | Priority Date | Filing Date | Title |
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| CN201710778924.8A CN107688950B (en) | 2017-08-31 | 2017-08-31 | After-sale consultation method for household appliances, electronic equipment and computer readable storage medium |
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| CN107688950A CN107688950A (en) | 2018-02-13 |
| CN107688950B true CN107688950B (en) | 2022-03-11 |
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| CN201710778924.8A Active CN107688950B (en) | 2017-08-31 | 2017-08-31 | After-sale consultation method for household appliances, electronic equipment and computer readable storage medium |
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| Country | Link |
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| WO (1) | WO2019041851A1 (en) |
Families Citing this family (8)
| Publication number | Priority date | Publication date | Assignee | Title |
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| CN107688950B (en) * | 2017-08-31 | 2022-03-11 | 广东美的制冷设备有限公司 | After-sale consultation method for household appliances, electronic equipment and computer readable storage medium |
| CN110322093B (en) * | 2018-03-30 | 2024-03-08 | 阿里巴巴集团控股有限公司 | Information processing method, information display method, information processing device and computing equipment |
| CN110046903A (en) * | 2019-01-15 | 2019-07-23 | 阿里巴巴集团控股有限公司 | Data processing method, system, server and readable storage medium storing program for executing |
| CN111105319A (en) * | 2019-09-16 | 2020-05-05 | 安徽农网农业科技有限公司 | Agricultural product sale management system |
| CN111210239B (en) * | 2020-01-13 | 2023-08-22 | 杭州沃朴物联科技有限公司 | After-sales information processing method, equipment and medium |
| CN111787007B (en) * | 2020-06-30 | 2022-09-16 | 北京天融信网络安全技术有限公司 | Information processing method, information processing device, electronic equipment and storage medium |
| CN112819489A (en) * | 2021-03-26 | 2021-05-18 | 无锡市乐智优电子商务有限公司 | Novel e-commerce after-sale service system |
| CN115016946A (en) * | 2022-08-03 | 2022-09-06 | 深圳市星卡软件技术开发有限公司 | User consultation processing method and system |
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| WO2019041851A1 (en) | 2019-03-07 |
| CN107688950A (en) | 2018-02-13 |
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