CN107835231A - The processing method and terminal device of feedback information - Google Patents
The processing method and terminal device of feedback information Download PDFInfo
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- CN107835231A CN107835231A CN201710979746.5A CN201710979746A CN107835231A CN 107835231 A CN107835231 A CN 107835231A CN 201710979746 A CN201710979746 A CN 201710979746A CN 107835231 A CN107835231 A CN 107835231A
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- H—ELECTRICITY
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- H04—ELECTRIC COMMUNICATION TECHNIQUE
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Abstract
The invention provides a kind of processing method of feedback information and terminal device, and suitable for Internet technical field, this method includes：Send the information request message on multiple distinct interaction passages；The information response's message returned in predetermined period based on each information request message is obtained, and obtains significant response information therein；The attribute type of each significant response information is obtained respectively；For possessing the significant response information of the identical mark frame, the quantity of significant response information in each attribute type is obtained respectively, and the quantity of the significant response information got is inputted into default parameter computation model, to export the feedback information evaluating of exchange channels type corresponding with mark frame in predetermined period；The feedback information evaluating corresponding to exchange channels type is showed in feedback information evaluation table.The invention enables the feedback information evaluating being calculated to have more reference value, which thereby enhances the effective rate of utilization of feedback information result.
Description
Technical field
The invention belongs to the processing method and terminal device of Internet technical field, more particularly to a kind of feedback information.
Background technology
At present, each large enterprises would generally regular telephone pay a return visit client, so as to realize the collection to client feedback information.Pass through
All kinds of feedback informations obtained to collection analyze and process, and the demand of client can be understood in time, with the reality according to client
When demand correspondence improve service, the product of inside, improve the competitiveness of enterprise.For example, net recommendation (NPS, Net
Promoter Score), also known as net promoter's score or public praise, it is that a kind of some client of metering will recommend some to other people
Enterprise or the index for servicing possibility, it is a kind of more popular customer loyalty analysis indexes of current social.By close
Feedback information is tracked to calculate net recommendation, can be promoted to enable the enterprise in certain degree steadily and surely, rapidly develop.
In the prior art, visitor can be determined based on the attitude feedback conditions of client by call-on back by phone client, electric pin personnel
The satisfaction at family, and then after return visit process is finished, comprehensive analysis processing is carried out to a large amount of feedback informations that collection obtains,
To determine the overall CSAT of enterprise.However, in effective sale pattern, enterprise is often by polytype business
Exchange channels interact operation with client, because the result of above-mentioned feedback information can only reflect the ensemble vote of enterprise
Power, therefore, it is difficult to the marketing method of different business exchange channels is improved according to the result.
The content of the invention
In view of this, it is existing to solve the embodiments of the invention provide a kind of processing method of feedback information and terminal device
Have and be difficult to carry out the marketing method of different business exchange channels according to the feedback information result acquired in technology
The problem of improvement.
The first aspect of the embodiment of the present invention provides a kind of processing method of feedback information, including：
Send the information request message on multiple distinct interaction passages；
The information response's message returned in predetermined period based on each described information request message is obtained, and filters out it
In null response information after, obtain one or more significant response information, mark frame carried in described information response message,
The different mark frames correspond to different exchange channels types；
The attribute type of each significant response information is obtained respectively, and the attribute type is believed according to the significant response
Score information in breath determines；
For possessing the significant response information of the identical mark frame, obtain has respectively in each attribute type
The quantity of response message is imitated, and the quantity of the significant response information got is inputted into default parameter computation model, with
Export the feedback information evaluating of the exchange channels type corresponding with the mark frame in the predetermined period；
The feedback information evaluating corresponding to the exchange channels type is showed in feedback information evaluation table.
The second aspect of the embodiment of the present invention provides a kind of terminal device, including memory, processor and is stored in
In the memory and the computer program that can run on the processor, computer program described in the computing device
When, realize following steps：
Send the information request message on multiple distinct interaction passages；
The information response's message returned in predetermined period based on each described information request message is obtained, and filters out it
In null response information after, obtain one or more significant response information, mark frame carried in described information response message,
The different mark frames correspond to different exchange channels types；
The attribute type of each significant response information is obtained respectively, and the attribute type is believed according to the significant response
Score information in breath determines；
For possessing the significant response information of the identical mark frame, obtain has respectively in each attribute type
The quantity of response message is imitated, and the quantity of the significant response information got is inputted into default parameter computation model, with
Export the feedback information evaluating of the exchange channels type corresponding with the mark frame in the predetermined period；
The feedback information evaluating corresponding to the exchange channels type is showed in feedback information evaluation table.
The third aspect of the embodiment of the present invention provides a kind of computer-readable recording medium, the computer-readable storage
Media storage has computer program, and the computer program realizes following steps when being executed by processor：
Send the information request message on multiple distinct interaction passages；
The information response's message returned in predetermined period based on each described information request message is obtained, and filters out it
In null response information after, obtain one or more significant response information, mark frame carried in described information response message,
The different mark frames correspond to different exchange channels types；
The attribute type of each significant response information is obtained respectively, and the attribute type is believed according to the significant response
Score information in breath determines；
For possessing the significant response information of the identical mark frame, obtain has respectively in each attribute type
The quantity of response message is imitated, and the quantity of the significant response information got is inputted into default parameter computation model, with
Export the feedback information evaluating of the exchange channels type corresponding with the mark frame in the predetermined period；
The feedback information evaluating corresponding to the exchange channels type is showed in feedback information evaluation table.
, can be according to connecing by sending the information request message on multiple distinct interaction passages in the embodiment of the present invention
The mark frame and score information entrained by each information response's message received, calculate automatically in predetermined period with identifying frame
The feedback information evaluating of corresponding exchange channels type；By the way that every feedback information evaluating is showed in into feedback jointly
Information evaluation table, it ensure that company manager only need to regularly check feedback information evaluation table, just can know the newest time rapidly
In cycle each exchange channels distinguish corresponding to feedback information evaluating, to perform enterprise based on the feedback information evaluating
The analysis on competitive of industry service, product on exchange channels, so as to be advantageous to the sale improvement project that enterprise works up adaptability,
Therefore, the feedback information evaluating that the embodiment of the present invention to be calculated has more reference value, which thereby enhances feedback letter
Cease the effective rate of utilization of result.
Brief description of the drawings
Technical scheme in order to illustrate the embodiments of the present invention more clearly, below will be to embodiment or description of the prior art
In the required accompanying drawing used be briefly described, it should be apparent that, drawings in the following description be only the present invention some
Embodiment, for those of ordinary skill in the art, without having to pay creative labor, can also be according to these
Accompanying drawing obtains other accompanying drawings.
Fig. 1 is the implementation process figure of the processing method of feedback information provided in an embodiment of the present invention；
Fig. 2 is the processing method S103 of feedback information provided in an embodiment of the present invention specific implementation flow chart；
Fig. 3 is the implementation process figure of the processing method for the feedback information that another embodiment of the present invention provides；
Fig. 4 is the implementation process figure of the processing method for the feedback information that further embodiment of this invention provides；
Fig. 5 is the processing method S101 of feedback information provided in an embodiment of the present invention specific implementation flow chart；
Fig. 6 is the structured flowchart of the processing unit of feedback information provided in an embodiment of the present invention；
Fig. 7 is the structured flowchart of the processing unit for the feedback information that another embodiment of the present invention provides；
Fig. 8 is the structured flowchart of the processing unit for the feedback information that further embodiment of this invention provides；
Fig. 9 is the schematic diagram of terminal device provided in an embodiment of the present invention.
Embodiment
In describing below, in order to illustrate rather than in order to limit, it is proposed that such as tool of particular system structure, technology etc
Body details, thoroughly to understand the embodiment of the present invention.However, it will be clear to one skilled in the art that there is no these specific
The present invention can also be realized in the other embodiments of details.In other situations, omit to well-known system, device, electricity
Road and the detailed description of method, in case unnecessary details hinders description of the invention.
In order to illustrate technical solutions according to the invention, illustrated below by specific embodiment.
Fig. 1 shows the implementation process of the processing method of feedback information provided in an embodiment of the present invention, this method flow bag
Include step S101 to S105.The specific implementation principle of each step is as follows.
S101：Send the information request message on multiple distinct interaction passages.
Exchange channels, i.e. contact, refer to the contact object that enterprise interacts with client, including such as outlet, enterprise
Network public platform service number, the official website webpage and enterprises service APP etc. of enterprise.Enterprise can be by above-mentioned a variety of different
Exchange channels come extension service, product.By any of the above-described exchange channels, enterprise can contact various types of clients, so that
Client completes the process of purchase of service/product.
In the embodiment of the present invention, the history mutual information corresponding to each exchange channels is obtained.According to history mutual information
In client communication account, by the information request message previously generated be issued to the history mutual information association client communication account
Number.Because the history mutual information of each exchange channels is different, so that the same type of information request message energy sent
Get at and reach different client communication accounts.Exchange channels according to corresponding to history mutual information, sending information request message
When, the mark frame for describing exchange channels is made an addition in information request message.
For example, when client communication account is e-mail address, for the different history corresponding to distinct interaction passage
E-mail address in interactive information, the information request message of specified format is respectively sent to each history and interacts client's
E-mail address, it is achieved in the transmission of the information request message on multiple distinct interaction passages.
S102：Obtain the information response's message returned in predetermined period based on each described information request message, and mistake
After filtering null response information therein, one or more significant response information is obtained, is carried in described information response message
Frame is identified, the different mark frames corresponds to different exchange channels types.
When client receives information request message by terminal device, information request report can be browsed in terminal device
Message information entrained by text, message information include the detailed content of enterprise's required the problem of investigating.Illustratively, message information
It can be a return visit questionnaire information.If client completed in message information feedback opinion fill in or complete investigate problem answers
The selection operation of option, when client clicks on and submits button or determine button, it can receive based on above- mentioned information request message
Information response's message.The feedback opinion or the answer choosing of selection that information response's message is filled in including above-mentioned client in message information
.Also, information response's message has carried mark frame, it is identical with the mark frame in corresponding information request message.
In the embodiment of the present invention, the information response's report returned in predetermined period based on each information request message is obtained
Text, wherein, the time segment information that predetermined period is inputted by user.If for example, predetermined period be 24 hours, it is small every 24
When, filter out each bar information response message received within nearest 24 hours.
Because the feedback opinion of client may include client's erroneous input or maliciously input unrelated with practical proposition opinion
Character, and according to these characters, enterprise can not obtain effective feedback information, therefore, it is necessary to each bar information that will be received
Response message is analyzed and processed, to filter out significant response information therein.The process includes：Identified by preset algorithm
Whether the multiple characters continuously occurred in information response's message can be formed comprising actual semantic word；If information response's message
In multiple characters for continuously occurring can not form comprising actual semantic word, it is determined that information response's message is invalid sound
Answer information.If the multiple characters continuously occurred in information response's message can be formed comprising actual semantic word, it is determined that should
Information response's message is significant response information.
S103：The attribute type of each significant response information is obtained respectively, and the attribute type is according to described effective
Score information in response message determines.
In the embodiment of the present invention, client can choose the answer choice of investigation problem in message information, according to answer choice
Difference generate different score information so that based on the significant response packet that information request message is returned containing difference
Score information.
Exemplarily, the investigation problem in above-mentioned message information for example can be that " whether you, which can be ready, is recommended this product
To your friend or colleague", and the answer choice of the investigation problem is 0-10 points.From score value option 0 to score value option one 0,
Recommendation index of the client to product is incremented by successively.If client choose answer choice be 10, acquire based on the message
The score information of the significant response information of information is 10.
After the score information for reading each significant response information, the score value section according to belonging to the score information, determine
The attribute type of significant response information.Attribute type includes recommending attribute, neutral attribute and criticizes attribute.Specifically, if having
The score information of effect response message belongs to the first numerical intervals, then is defined as the attribute classification of the significant response information recommending category
Property；If the score information of significant response information belongs to second value section, the attribute classification of the significant response information is determined
To criticize attribute.Wherein, the minimum value of the first numerical intervals is more than the maximum in second value section.
For example, in the examples described above, the first numerical intervals can be 9 to 10 points, second value section can be 0 to 6 point.
If the score information of a certain significant response information be 9 to 10/, the attribute classification of the significant response information will be determined
To recommend attribute.If the score information of a certain significant response information be 0 to 6/, the Attribute class of the significant response information
It will not be confirmed as criticizing attribute.If the score information of a certain significant response information be 7 to 8/, the significant response letter
The attribute classification of breath will be confirmed as neutral attribute.
As one embodiment of the present of invention, Fig. 3 shows the processing method of feedback information provided in an embodiment of the present invention
S103 specific implementation flow, details are as follows：
S1031：To the significant response information in the absence of the score information, extract in the significant response information
Each characteristic item.
Because client can select the score information option related to investigation problem in above- mentioned information request message, also may be used
To input word feedback opinion, therefore, if client only have input word feedback opinion and not choose score information, detect
The situation for only including word feedback opinion and not including score information then occurs in significant response information.Now, to not wrapping
Each bar significant response information containing score information is screened, and extracts the feature of each of which significant response information respectively
.Characteristic item represents in significant response information have and pass judgement on part of speech and can embody the character of user feeling attitude.
Exemplarily, each participle in significant response information is obtained, and by default semantics recognition algorithm to each
Processing is identified in participle, has the participle for passing judgement on part of speech to extract, then rings each participle extracted output to be effective
Answer a characteristic item in information.
S1032：The characteristic character of the adjacent characteristic item before acquisition, and detect the quantification gradation of the characteristic character.
For each characteristic item in significant response information, detection is located at the characteristic character before this feature item.Tagged word
Accord with as degree adverb, it can be one or more characters.According to the characteristic character and the correspondence of quantification gradation pre-established
Relation table, it is determined that the quantification gradation corresponding with the characteristic character detected by current time.Limit of the characteristic character to characteristic item
It is higher to determine degree, its corresponding quantification gradation is higher.
S1033：According to the positive-negative polarity of the characteristic character and the quantification gradation, the weight of the characteristic item is determined
Float factor.
By default semantics recognition algorithm, the positive-negative polarity of characteristic character is determined.Wherein, positive polarity represents characteristic character
For adverbial word certainly, negative polarity represents that characteristic character is negative adverb.Illustratively, if characteristic character is " very ", it is positive pole
Property；If characteristic character is " hardly ", it is negative polarity.
According to the positive-negative polarity and quantification gradation of the characteristic character before each characteristic item, the power of this feature item is calculated
Weight float factor, specifically, by positive polarity be digitized as represent on the occasion of symbol "+", negative polarity is digitized as being used for
Represent the symbol "-" of negative value.The positive-negative polarity of characteristic character and its quantification gradation are done into multiplying processing, draw this feature item
Weight float factor.
For example, if the character included in significant response information is " I does not like the interactive interface of this product very much, operation
It is too cumbersome ", then the characteristic item identified is " liking " and " cumbersome ", adjacent characteristic character be respectively " very not " and
" too ".Wherein, characteristic character " very not " has negative polarity, and characteristic character " too " has positive polarity.In the tagged word pre-established
In the mapping table of symbol and quantification gradation, if inquiry show that the quantification gradation corresponding to characteristic character " very not " is 8, feature
Quantification gradation corresponding to character " too " is 10, then the weight float factor of characteristic item " liking " is -8, characteristic item " cumbersome "
Weight float factor is+10.
S1034：Weight ratio and the weight float factor according to corresponding to each characteristic item, have described in calculating
Score information corresponding to response message is imitated, to determine the attribute type of the significant response information according to the score information.
In the embodiment of the present invention, different characteristic items corresponds to different weight ratio.Weight ratio corresponding to characteristic item
Represent that this feature item shows the percentage contribution of positive attitude to sentence where it.Each characteristic item is corresponding with weight ratio to close
System is pre-stored within information bank.In presupposed information storehouse, find out weight ratio corresponding to characteristic item and be read out.Based on spy
The weight ratio and weight float factor of item are levied, calculates the subitem score value of each characteristic item, and will be each in significant response information
The subitem score value of individual characteristic item is score information corresponding to significant response information with output.
Based on the score information calculated, the attribute type of acquisition significant response information.Due to the process and above-mentioned S103
In step realization principle it is identical, therefore no longer repeat one by one.
Exemplarily, if in significant response information only comprising " if you increase in Mobile solution information search this
Function, I is just ready to recommend this product " etc. this word feedback opinion, then it represents that client is still possible to recommend this production
Product/service, but it may not be very high to recommend degree, and therefore, this by being obtained acquired in above-mentioned steps S1031 to S1034 has
It may be 6 points or 7 points to imitate the score information corresponding to response message.
In the embodiment of the present invention, by being analyzed and processed to the significant response information for not including score information so that visitor
Even if specific score information is not chosen at family in information request message, can also be determined based on the feedback opinion of client's input
The subjective recommendations degree of client, avoid the significant response information for not including score information and be not used to calculate and exchange channels class
Feedback information evaluating corresponding to type, thus improve the effective rate of utilization of significant response information.
S104：For possessing the significant response information of the identical mark frame, each Attribute class is obtained respectively
The quantity of significant response information in type, and the quantity of the significant response information got is inputted into default parameter and calculates mould
Type, to export the feedback information evaluating of the exchange channels type corresponding with the mark frame in the predetermined period.
Because information response's message carries the mark frame for characterizing exchange channels type, thus in significant response information
Equally carry above-mentioned mark frame.In a plurality of significant response information, using mark frame identical significant response information as one
Classify corresponding to exchange channels type.In each classification, statistical attribute type is to recommend the significant response information of attribute respectively
First sum and attribute type for criticize attribute significant response information second sum.
In the embodiment of the present invention, multiple default calculation formula are included in parameter computation model.One as the present invention
Individual specific implementation example, parameter computation model are used to calculate the feedback response rate of information request message, nominator's amount respectively, criticized
The NPS parameters such as person's amount, nominator's accounting, critic's accounting and NPS values.
Specifically, the calculation formula difference of every NPS parameters is as follows：
Feed back sum/carrying mark frame A of response rate=carrying mark frame A significant response information information request message
Sum；
Nominator's accounting=carrying mark frame A and attribute type for recommend the first of the significant response information of attribute the sum/
Carry the sum of mark frame A significant response information；
Critic's accounting=carrying mark frame A and attribute type for criticize the second of the significant response information of attribute the sum/
Carry the sum of mark frame A significant response information；
NPS values=nominator's accounting-critic's accounting；
Wherein, above-mentioned mark frame A mark frames corresponding to above-mentioned each classification respectively.
In each classification, it is by the first sum, attribute type that attribute type is the significant response information for recommending attribute
Criticize the sum input of the second sum of the significant response information of attribute, the sum of significant response information and information request message
Above-mentioned parameter computation model, after every input parameter is substituted into above-mentioned every calculating publicity, export every corresponding to the classification
Feedback information evaluating, including feedback response rate, nominator's amount, critic's amount, nominator's accounting, critic's accounting and
The NPS parameters such as NPS values.
S105：The feedback information evaluating corresponding to the exchange channels type is showed in feedback information evaluation
Table.
In the monitoring window of terminal interface, the feedback information evaluation table that generates in real time of displaying current time.Feeding back
In information evaluation table, feedback response rate corresponding to each exchange channels type, nominator's amount, critic's amount, recommendation are shown respectively
The feedback information evaluatings such as person's accounting, critic's accounting and NPS values.
Preferably, only when prefixed time interval reaches, above-mentioned every input parameter and the calculating of each classification are just obtained
Every feedback information evaluating corresponding to exchange channels type, so that the monitoring window of terminal interface can be with predetermined
Time cycle, refresh and show feedback information evaluation table.Allowed an administrator in the embodiment of the present invention from feedback information evaluation table
In quickly and intuitively check each exchange channels type every feedback information evaluating corresponding in preset duration.
For example, for this exchange channels type of the official website webpage of enterprise, only at night 12 points just count nearest 24 hours
Sum, the attribute type of interior received significant response information corresponding with the exchange channels type are the effective sound for recommending attribute
Sum and the attribute type of information is answered to ensure to brush 12 points of every night to criticize the sum of the significant response information of attribute
The new same day each exchange channels type distinguish corresponding to feedback information evaluating.
, can be according to connecing by sending the information request message on multiple distinct interaction passages in the embodiment of the present invention
The mark frame and score information entrained by each information response's message received, calculate automatically in predetermined period with identifying frame
The feedback information evaluating of corresponding exchange channels type；By the way that every feedback information evaluating is showed in into feedback jointly
Information evaluation table, it ensure that company manager only need to regularly check feedback information evaluation table, just can know the newest time rapidly
In cycle each exchange channels distinguish corresponding to feedback information evaluating, to perform enterprise based on the feedback information evaluating
The analysis on competitive of industry service, product on exchange channels, so as to be advantageous to the sale improvement project that enterprise works up adaptability,
Therefore, the feedback information evaluating that the embodiment of the present invention to be calculated has more reference value, which thereby enhances feedback letter
Cease the effective rate of utilization of result.
As an alternative embodiment of the invention, as shown in figure 4, after above-mentioned S106, in addition to：
S107：The first eigenvector of the significant response information is obtained, and detects the first eigenvector with presetting
Invalid information second feature vector similarity.
S108：If the similarity of the first eigenvector and second feature vector is more than the first predetermined threshold value,
Object identity corresponding to the significant response information is obtained, the object identity is as the login corresponding to the significant response information
Information determines.
S109：It is right with when sending information request message again by the object identity added to refusal request record sheet
The described information request message related to the object identity in the refusal request record sheet is blocked.
Log-on message corresponding to significant response information is used for the client that unique mark sends this significant response information.Example
Such as, if client is based on the information request message return information response message received by network public platform service number, it is produced
Log-on message corresponding to raw significant response information is the platform account of the client.Ask to report in response message according to client
Used log-on message when literary, the object identity matched with the log-on message is generated, the object identity is added to message
In response message.
In the embodiment of the present invention, various types of invalid informations are stored with invalid information storehouse, such as political message, rubbish
Information and dirty word information.Vectorization processing is carried out to each bar invalid information by preset algorithm, to obtain each bar invalid information
Characteristic vector.Also, by the preset algorithm, vectorization processing is carried out to each significant response information, to obtain each bar
The characteristic vector of significant response information.
For the characteristic vector of each significant response information, if detecting, this feature is vectorial with the feature of any invalid information
The cosine similarity of vector is more than predetermined threshold value, then preliminary to judge that client extremely is unwilling to respond its information request report received
Text, therefore, the object identity entrained by the significant response information is obtained, the object identity is stored to default refusal and asked
In record sheet.
When performing above-mentioned S101 again, object identity that advance detection history interactive information is recorded whether there is in refusing
Request record sheet absolutely.If the object identity that advance detection history interactive information is recorded is present in refusal request record sheet, will
Send to the information request message of the object identity and blocked；If the object identity that advance detection history interactive information is recorded
Refusal request record sheet is not present in, then is sent information request message to the object identity.
In the embodiment of the present invention, refuse request record sheet by setting, and by with higher effective of invalid information similarity
Object identity corresponding to response message adds to refusal request record sheet so that the client associated with object identity is in follow-up mistake
All without information request message is received again in journey, avoid and client is caused to harass, so as to improve client indirectly to enterprise
The satisfaction of industry product.
Fig. 5 shows the implementation process of the processing method for the feedback information that further embodiment of this invention provides, and details are as follows：
S110：According to the first information of the significant response information acquired sum and described information response message
The second information sum, determine the feedback response rate of described information request message.
After the significant response information in determining each bar client feedback information, by the total divided by objective of significant response information
The sum of family feedback information, obtain the feedback response rate related to client's return visit questionnaire.
S111：If the feedback response rate is less than the second predetermined threshold value, the adjustment prompting of information request message parameter is sent.
It is probably due to the page of information request message if feedback response rate is less than predetermined threshold value in the embodiment of the present invention
Face parameter is not suitable for the actual demand of client so that the message information generated based on the information request message is difficult to attract visitor
Householder is dynamic to reply investigation problem, therefore, in the window of terminal interface institute pop-up, sends the adjustment of information request message parameter and carries
Show, to prompt whether keeper needs to be adjusted the page parameter of information request message.Above-mentioned window includes three choosings
Item button, an option tab are used to receive the cascading style adjust instruction that user sends；One option tab, which is used to receive, to be used
What family was sent redirects map adjust instruction；Another option tab is used to receive the cancellation adjust instruction that user sends.
S112：If receiving the cascading style adjust instruction returned according to described information request message parameter adjustment prompting,
Then generate multiple cascading style controls, each cascading style control corresponds to a pre-stored CSS, with
When detecting that cascading style control is triggered described in any of which, the style sheet parameter of described information request message is replaced with
The parameter of the CSS corresponding to the cascading style control.
Sent cascading style adjust instruction is prompted according to the adjustment of information request message parameter if receiving, is called pre-
The multiple CSS layer stacking style tables to match with current exchange channels type information request message that are first storing.By different
CSS style sheet, the file pattern parameter such as HTML different in information request message or XML can be shown.
Specifically, represent to call the obtained parameter of a CSS style sheet with a cascading style control, and be laminated sample
The pattern of formula control can be the effect diagram of CSS style sheet.For example, if CSS1 and CSS2 difference is backcolor not
Together, CSS1 backcolor is blueness, and CSS2 backcolor is red, then in terminal interface, for representing CSS1 patterns
The cascading style control of table is blue icons control, and the cascading style control for representing CSS2 CSSs is red icon control
Part.
When detecting the triggering command based on any cascading style control, by the information request message of information request message
The parameter for the CSS style sheet being adjusted to corresponding to the cascading style control.For example, in information request message, called
CSS style table name replaces with the CSS style table name corresponding to current cascading style control.
S113：Map adjust instruction is redirected according to what described information request message parameter adjustment prompting returned if receiving,
Then the page jump parameter modification in described information request message is jumped for the page redirected indicated by map adjust instruction
Turn parameter.
When user terminal is based on information request message displaying message information, in message information, each calling problem can
Sequentially it is showed in a display page.When the preceding investigation problem that sorts, which has been fed back, to be finished or be cancelled feedback, just refresh
Current display page, to show the posterior another investigation problem of sequence in the display page after refreshing.
In the embodiment of the present invention, adjusted if receiving the map that redirects sent according to the adjustment prompting of information request message parameter
Whole instruction, then each investigation problem corresponding to information request message is shown, and the tune is shown in the lower section of each investigation problem
Grind each answer choice corresponding to problem.An identification number is respectively configured for each answer choice and each investigation problem.
In terminal interface, when detecting the answer choice that keeper chooses, generation redirects map edit frame, to ask to manage
Member inputs the identification number of the page jump parameter of answer choice association or the investigation problem of answer choice association, the above-mentioned page
It is, for example, page jump link to redirect parameter.When detect redirect the identification number of investigation be present in map edit frame when, root
Determine that the page jump corresponding to investigation problem links according to the identification number, the answer choice and the page jump parameter are carried out
Association, is achieved in the adjustment to page jump parameter in information request message.
In the message information that the information request message after based on page jump parameter adjustment is generated, if client is investigating
Problem, which is shown in the page, chooses any answer choice, then can be jumped to according to the page jump parameter associated by the answer choice
Page jump parameter is corresponding shows the page with this.
In the embodiment of the present invention, when the feedback response rate of information request message is less than predetermined threshold value, by sending information
Request message parameter adjustment is prompted so that keeper can determine the need for entering the page parameter of information request message in time
Row adjustment；Map adjust instruction or cascading style adjust instruction are redirected by obtain that keeper sends, keeper only needs simply
The CSS style sheet parameter of required adjustment or the identification number of simple input investigation problem are chosen in ground, just can realize to information request report
The adjustment of literary parameter, thus improve the adjustment flexibility of information request message parameter so that client can have it is bigger can
Energy property can make effective Feedback based on the information request message after optimization, so as to improve feedback response rate.
As one embodiment of the present of invention, as shown in figure 5, above-mentioned S101 is specifically included：
S1011：Obtain multiple different exchange channels.
S1012：For each exchange channels, sending respectively please on the information of default multiple object identities
Seek message.
In the embodiment of the present invention, information request message is sent by different exchange channels.Specifically, each interaction is read
The history mutual information of passage, history mutual information include object identity, to send respectively on reading obtained each object
The information request message of mark.Wherein, object identity represents log-on message of the client used in exchange channels.
For same client in the history mutual information corresponding to distinct interaction passage, it has different object identities,
Therefore, it is necessary to be transmitted by various types of exchange channels when sending information request message on object identity, so that
Information request message can be received in different exchange channels by obtaining same client.
For example, client can receive the information request message from the push of wechat enterprise public number by its WeChat ID,
Also the information request message that Mobile solution APP background servers are pushed can be received by its Mobile solution APP accession number.
In the embodiment of the present invention, information request message is sent by multiple different exchange channels so that client is buying
When enterprise product/service is completed, just energy real-time reception is to information request message, so as to improve client to information request message
Response probability.Analyzed and processed, can be obtained at the higher feedback information of reference value based on more feedback information
Manage result.
It should be understood that the size of the sequence number of each step is not meant to the priority of execution sequence, each process in above-described embodiment
Execution sequence should determine that the implementation process without tackling the embodiment of the present invention forms any limit with its function and internal logic
It is fixed.
Corresponding to the processing method of the feedback information described in foregoing embodiments, Fig. 6 shows provided in an embodiment of the present invention
The structured flowchart of the processing unit of feedback information, for convenience of description, it illustrate only the part related to the embodiment of the present invention.
Reference picture 6, the device include：
Transmitting element 601, for sending the information request message on multiple distinct interaction passages.
First acquisition unit 602, for obtaining the letter returned in predetermined period based on each described information request message
Response message is ceased, and after filtering out null response information therein, obtains one or more significant response information, described information is rung
Answer and mark frame is carried in message, the different mark frames corresponds to different exchange channels types.
Second acquisition unit 603, for obtaining the attribute type of each significant response information, the Attribute class respectively
Score information of the type in the significant response information determines.
Output unit 604, for for possessing the significant response information of the identical mark frame, obtaining respectively each
The quantity of significant response information in the attribute type, and the quantity input of the significant response information got is default
Parameter computation model, to export the feedback information of the exchange channels type corresponding with the mark frame in the predetermined period
Evaluating.
Display unit 605, for the feedback information evaluating corresponding to the exchange channels type to be showed in instead
Feedforward information evaluation table.
Alternatively, the second acquisition unit 603 includes：
Subelement is extracted, for the significant response information in the absence of the score information, extracting the effectively sound
Answer each characteristic item in information.
Subelement is obtained, for the characteristic character of the adjacent characteristic item before obtaining, and detects the amount of the characteristic character
Change grade.
Determination subelement, for the positive-negative polarity according to the characteristic character and the quantification gradation, determine the spy
Levy the weight float factor of item.
Computation subunit, for the weight ratio according to corresponding to each characteristic item and the weight float factor,
Score information corresponding to the significant response information is calculated, to determine the category of the significant response information according to the score information
Property type.
Alternatively, as shown in fig. 7, the processing unit of the feedback information also includes：
Detection unit 606, for obtaining the first eigenvector of the significant response information, and detect the fisrt feature
The vectorial similarity with the second feature of default invalid information vector.
3rd acquiring unit 607, if the similarity for the first eigenvector and second feature vector is more than
First predetermined threshold value, then object identity corresponding to the significant response information is obtained, the object identity is by the significant response
Log-on message corresponding to information determines.
Blocking unit 608, for by the object identity added to refusal request record sheet, with send again information please
When seeking message, a pair described information request message related to the object identity in the refusal request record sheet hinders
It is disconnected.
Alternatively, as shown in figure 8, the processing unit of the feedback information also includes：
Determining unit 609, it is total and described for the first information according to the significant response information acquired
The second information sum of information response's message, determine the feedback response rate of described information request message.
Tip element 610, if being less than the second predetermined threshold value for the feedback response rate, send information request message ginseng
Number adjustment prompting.
Generation unit 611, if for receiving the stacking sample returned according to described information request message parameter adjustment prompting
Formula adjust instruction, then generate multiple cascading style controls, and each cascading style control corresponds to a pre-stored stacking
CSS, with when detecting that cascading style control is triggered described in any of which, by the page sample of described information request message
Formula parameter replaces with the parameter of the CSS corresponding to the cascading style control.
Changing unit 612, if redirecting ground according to what described information request message parameter adjustment prompting returned for receiving
Figure adjust instruction, then the page jump parameter modification in described information request message is redirected into map adjust instruction meaning to be described
The page jump parameter shown.
In the embodiment of the present invention, questionnaire is paid a return visit by sending in multiple different contacts client, can be according to receiving
Contact label entrained by each significant response information, realize the automatic classification of significant response information；Because different contacts is marked
Label can represent different Sales Channels, thus be believed by the significant response to each attribute type obtained by each class categories
Breath is counted, and can calculate the NPS parameters of each Sales Channel；By the way that multinomial different NPS parameters are showed in jointly
It NPS forms, ensure that company manager need to only check NPS forms, just can know the NPS corresponding to each Sales Channel rapidly
Value, to perform the analysis on competitive of enterprises service, product on the Sales Channel based on the NPS values, so as to be advantageous to enterprise's system
The channel sales improvement project of adaptability is drawn up, therefore, the embodiment of the present invention improves the effective rate of utilization of NPS values.
Fig. 9 is the schematic diagram for the terminal device that one embodiment of the invention provides.As shown in figure 9, the terminal of the embodiment is set
Standby 9 include：Processor 90, memory 91 and it is stored in the meter that can be run in the memory 91 and on the processor 90
Calculation machine program 92, such as net recommendation obtain program.The processor 90 is realized above-mentioned each when performing the computer program 92
Step in the processing method embodiment of individual feedback information, such as step 101 shown in Fig. 1 is to 105.Or the processor
The function of each module/unit in above-mentioned each device embodiment, such as list shown in Fig. 6 are realized during the 90 execution computer program 92
The function of member 601 to 605.
Exemplary, the computer program 92 can be divided into one or more module/units, it is one or
Multiple module/units are stored in the memory 91, and are performed by the processor 90, to complete the present invention.Described one
Individual or multiple module/units can be the series of computation machine programmed instruction section that can complete specific function, and the instruction segment is used for
Implementation procedure of the computer program 92 in the terminal device 9 is described.
The terminal device 9 can be that the calculating such as desktop PC, notebook, palm PC and cloud server are set
It is standby.The terminal device may include, but be not limited only to, processor 90, memory 91.It will be understood by those skilled in the art that Fig. 9
The only example of terminal device 9, the restriction to terminal device 9 is not formed, can included than illustrating more or less portions
Part, some parts or different parts are either combined, such as the terminal device can also include input-output equipment, net
Network access device, bus etc..
Alleged processor 90 can be CPU (Central Processing Unit, CPU), can also be
Other general processors, digital signal processor (Digital Signal Processor, DSP), application specific integrated circuit
(Application Specific Integrated Circuit, ASIC), ready-made programmable gate array (Field-
Programmable Gate Array, FPGA) either other PLDs, discrete gate or transistor logic,
Discrete hardware components etc..General processor can be microprocessor or the processor can also be any conventional processor
Deng.
The memory 91 can be the internal storage unit of the terminal device 9, such as the hard disk of terminal device 9 or interior
Deposit.The memory 91 can also be the External memory equipment of the terminal device 9, such as be equipped with the terminal device 9
Plug-in type hard disk, intelligent memory card (Smart Media Card, SMC), secure digital (Secure Digital, SD) card, dodge
Deposit card (Flash Card) etc..Further, the memory 91 can also both include the storage inside list of the terminal device 9
Member also includes External memory equipment.The memory 91 is used to store needed for the computer program and the terminal device
Other programs and data.The memory 91 can be also used for temporarily storing the data that has exported or will export.
It is apparent to those skilled in the art that for convenience of description and succinctly, only with above-mentioned each work(
Can unit, module division progress for example, in practical application, can be as needed and by above-mentioned function distribution by different
Functional unit, module are completed, i.e., the internal structure of described device are divided into different functional units or module, more than completion
The all or part of function of description.Each functional unit, module in embodiment can be integrated in a processing unit, also may be used
To be that unit is individually physically present, can also two or more units it is integrated in a unit, it is above-mentioned integrated
Unit can both be realized in the form of hardware, can also be realized in the form of SFU software functional unit.In addition, each function list
Member, the specific name of module are not limited to the protection domain of the application also only to facilitate mutually distinguish.Said system
The specific work process of middle unit, module, the corresponding process in preceding method embodiment is may be referred to, will not be repeated here.
In the above-described embodiments, the description to each embodiment all emphasizes particularly on different fields, and is not described in detail or remembers in some embodiment
The part of load, it may refer to the associated description of other embodiments.
Those of ordinary skill in the art are it is to be appreciated that the list of each example described with reference to the embodiments described herein
Member and algorithm steps, it can be realized with the combination of electronic hardware or computer software and electronic hardware.These functions are actually
Performed with hardware or software mode, application-specific and design constraint depending on technical scheme.Professional and technical personnel
Described function can be realized using distinct methods to each specific application, but this realization is it is not considered that exceed
The scope of the present invention.
In embodiment provided by the present invention, it should be understood that disclosed device/terminal device and method, can be with
Realize by another way.For example, device described above/terminal device embodiment is only schematical, for example, institute
The division of module or unit is stated, only a kind of division of logic function, there can be other dividing mode when actually realizing, such as
Multiple units or component can combine or be desirably integrated into another system, or some features can be ignored, or not perform.Separately
A bit, shown or discussed mutual coupling or direct-coupling or communication connection can be by some interfaces, device
Or INDIRECT COUPLING or the communication connection of unit, can be electrical, mechanical or other forms.
The unit illustrated as separating component can be or may not be physically separate, show as unit
The part shown can be or may not be physical location, you can with positioned at a place, or can also be distributed to multiple
On NE.Some or all of unit therein can be selected to realize the mesh of this embodiment scheme according to the actual needs
's.
In addition, each functional unit in each embodiment of the present invention can be integrated in a processing unit, can also
That unit is individually physically present, can also two or more units it is integrated in a unit.Above-mentioned integrated list
Member can both be realized in the form of hardware, can also be realized in the form of SFU software functional unit.
If the integrated module/unit realized in the form of SFU software functional unit and as independent production marketing or
In use, it can be stored in a computer read/write memory medium.Based on such understanding, the present invention realizes above-mentioned implementation
All or part of flow in example method, by computer program the hardware of correlation can also be instructed to complete, described meter
Calculation machine program can be stored in a computer-readable recording medium, and the computer program can be achieved when being executed by processor
The step of stating each embodiment of the method..Wherein, the computer program includes computer program code, the computer program
Code can be source code form, object identification code form, executable file or some intermediate forms etc..Computer-readable Jie
Matter can include：Can carry any entity or device of the computer program code, recording medium, USB flash disk, mobile hard disk,
Magnetic disc, CD, computer storage, read-only storage (ROM, Read-Only Memory), random access memory (RAM,
Random Access Memory), electric carrier signal, telecommunication signal and software distribution medium etc..It is it should be noted that described
The content that computer-readable medium includes can carry out appropriate increasing according to legislation in jurisdiction and the requirement of patent practice
Subtract, such as in some jurisdictions, electric carrier signal and electricity are not included according to legislation and patent practice, computer-readable medium
Believe signal.
Embodiment described above is merely illustrative of the technical solution of the present invention, rather than its limitations；Although with reference to foregoing reality
Example is applied the present invention is described in detail, it will be understood by those within the art that：It still can be to foregoing each
Technical scheme described in embodiment is modified, or carries out equivalent substitution to which part technical characteristic；And these are changed
Or replace, the essence of appropriate technical solution is departed from the spirit and scope of various embodiments of the present invention technical scheme, all should
Within protection scope of the present invention.
Claims (10)
- A kind of 1. processing method of feedback information, it is characterised in that including：Send the information request message on multiple distinct interaction passages；The information response's message returned in predetermined period based on each described information request message is obtained, and is filtered out therein After null response information, one or more significant response information is obtained, mark frame is carried in described information response message, it is different The mark frame correspond to different exchange channels types；The attribute type of each significant response information is obtained respectively, and the attribute type is according in the significant response information Score information determine；For possessing the significant response information of the identical mark frame, obtain in each attribute type and effectively ring respectively The quantity of information is answered, and the quantity of the significant response information got is inputted into default parameter computation model, with output The feedback information evaluating of the exchange channels type corresponding with the mark frame in the predetermined period；The feedback information evaluating corresponding to the exchange channels type is showed in feedback information evaluation table.
- 2. processing method as claimed in claim 1, it is characterised in that described to obtain each significant response information respectively Attribute type, including：To the significant response information in the absence of the score information, each feature in the significant response information is extracted ；The characteristic character of the adjacent characteristic item before acquisition, and detect the quantification gradation of the characteristic character；According to the positive-negative polarity of the characteristic character and the quantification gradation, the weight float factor of the characteristic item is determined；Weight ratio and the weight float factor according to corresponding to each characteristic item, calculate the significant response information Corresponding score information, to determine the attribute type of the significant response information according to the score information.
- 3. processing method as claimed in claim 1, it is characterised in that also include：The first eigenvector of the significant response information is obtained, and detects the first eigenvector and default invalid information Second feature vector similarity；If the similarity of the first eigenvector and second feature vector is more than the first predetermined threshold value, have described in acquisition Object identity corresponding to response message is imitated, the object identity is determined as the log-on message corresponding to the significant response information；By the object identity added to refusal request record sheet, with when sending information request message again, pair refused with described The described information request message of object identity correlation absolutely in request record sheet is blocked.
- 4. processing method as claimed in claim 1, it is characterised in that also include：According to the first information of the significant response information acquired sum and the second letter of described information response message Breath sum, determine the feedback response rate of described information request message；If the feedback response rate is less than the second predetermined threshold value, the adjustment prompting of information request message parameter is sent；If receiving the cascading style adjust instruction returned according to described information request message parameter adjustment prompting, generate multiple Cascading style control, each cascading style control corresponds to a pre-stored CSS, to detect wherein When any cascading style control is triggered, the style sheet parameter of described information request message is replaced with into the cascading style The parameter of the CSS corresponding to control；Map adjust instruction is redirected according to what described information request message parameter adjustment prompting returned if receiving, by the letter Page jump parameter modification in breath request message is the page jump parameter redirected indicated by map adjust instruction.
- 5. processing method as claimed in claim 3, it is characterised in that the information sent on multiple distinct interaction passages Request message, including：Obtain multiple different exchange channels；For each exchange channels, the information request message on default multiple object identities is sent respectively.
- 6. a kind of terminal device, including memory and processor, it is stored with and can transports on the processor in the memory Capable computer program, it is characterised in that described in the computing device during computer program, realize following steps：Send the information request message on multiple distinct interaction passages；The information response's message returned in predetermined period based on each described information request message is obtained, and is filtered out therein After null response information, one or more significant response information is obtained, mark frame is carried in described information response message, it is different The mark frame correspond to different exchange channels types；The attribute type of each significant response information is obtained respectively, and the attribute type is according in the significant response information Score information determine；For possessing the significant response information of the identical mark frame, obtain in each attribute type and effectively ring respectively The quantity of information is answered, and the quantity of the significant response information got is inputted into default parameter computation model, with output The feedback information evaluating of the exchange channels type corresponding with the mark frame in the predetermined period；The feedback information evaluating corresponding to the exchange channels type is showed in feedback information evaluation table.
- 7. terminal device as claimed in claim 6, it is characterised in that described to obtain each significant response information respectively The step of attribute type, specifically include：To the significant response information in the absence of the score information, each feature in the significant response information is extracted ；The characteristic character of the adjacent characteristic item before acquisition, and detect the quantification gradation of the characteristic character；According to the positive-negative polarity of the characteristic character and the quantification gradation, the weight float factor of the characteristic item is determined；Weight ratio and the weight float factor according to corresponding to each characteristic item, calculate the significant response information Corresponding score information, to determine the attribute type of the significant response information according to the score information.
- 8. terminal device as claimed in claim 6, it is characterised in that described in the computing device during computer program, also Realize following steps：The first eigenvector of the significant response information is obtained, and detects the first eigenvector and default invalid information Second feature vector similarity；If the similarity of the first eigenvector and second feature vector is more than the first predetermined threshold value, have described in acquisition Object identity corresponding to response message is imitated, the object identity is determined as the log-on message corresponding to the significant response information；By the object identity added to refusal request record sheet, with when sending information request message again, pair refused with described The described information request message of object identity correlation absolutely in request record sheet is blocked.
- 9. terminal device as claimed in claim 6, it is characterised in that described in the computing device during computer program, also Realize following steps：According to the first information of the significant response information acquired sum and the second letter of described information response message Breath sum, determine the feedback response rate of described information request message；If the feedback response rate is less than the second predetermined threshold value, the adjustment prompting of information request message parameter is sent；If receiving the cascading style adjust instruction returned according to described information request message parameter adjustment prompting, generate multiple Cascading style control, each cascading style control corresponds to a pre-stored CSS, to detect wherein When any cascading style control is triggered, the style sheet parameter of described information request message is replaced with into the cascading style The parameter of the CSS corresponding to control；Map adjust instruction is redirected according to what described information request message parameter adjustment prompting returned if receiving, by the letter Page jump parameter modification in breath request message is the page jump parameter redirected indicated by map adjust instruction.
- 10. a kind of computer-readable recording medium, the computer-readable recording medium storage has computer program, and its feature exists In when the computer program is executed by processor the step of realization such as any one of claim 1 to 5 methods described.
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| CN201710979746.5A CN107835231B (en) | 2017-10-19 | 2017-10-19 | Feedback information processing method and terminal equipment |
| PCT/CN2018/083550 WO2019076017A1 (en) | 2017-10-19 | 2018-04-18 | Feedback information processing method and apparatus, terminal device and medium |
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| CN201710979746.5A CN107835231B (en) | 2017-10-19 | 2017-10-19 | Feedback information processing method and terminal equipment |
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| CN111736936A (en) * | 2020-06-15 | 2020-10-02 | 北京奇艺世纪科技有限公司 | Popup window display method, popup window display device, terminal and readable storage medium |
| CN115348234A (en) * | 2022-08-10 | 2022-11-15 | 山石网科通信技术股份有限公司 | Server detection method and device and electronic equipment |
| CN115348234B (en) * | 2022-08-10 | 2023-11-03 | 山石网科通信技术股份有限公司 | Server detection method and device and electronic equipment |
| CN116151872A (en) * | 2022-11-28 | 2023-05-23 | 荣耀终端有限公司 | Product characteristic analysis method and device |
| CN116151872B (en) * | 2022-11-28 | 2023-11-14 | 荣耀终端有限公司 | Product characteristic analysis method and device |
| CN117010947A (en) * | 2023-10-07 | 2023-11-07 | 太平金融科技服务（上海）有限公司 | NPS investigation method, device, equipment and storage medium based on business activity |
| CN117010947B (en) * | 2023-10-07 | 2024-01-09 | 太平金融科技服务（上海）有限公司 | NPS investigation method, device, equipment and storage medium based on business activity |
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| Publication number | Publication date |
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| WO2019076017A1 (en) | 2019-04-25 |
| CN107835231B (en) | 2020-01-03 |
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