CN108038748A - For aiding in response interactive interface display method and equipment - Google Patents
For aiding in response interactive interface display method and equipment Download PDFInfo
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- CN108038748A CN108038748A CN201711242579.2A CN201711242579A CN108038748A CN 108038748 A CN108038748 A CN 108038748A CN 201711242579 A CN201711242579 A CN 201711242579A CN 108038748 A CN108038748 A CN 108038748A
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Abstract
It is used to aid in response interactive interface display method and equipment the embodiment of the invention discloses one kind, is related to graphical user interface displays technical field, it is possible to increase the degree of automation in answer service, reduces cost of labor.The present invention includes：Receive the question information for puing question to end input interactive interface (GUI)；Key for Reference is obtained from backstage knowledge base according to question information, and the Key for Reference is included in the interactive interface (GUI)；The function button of corresponding Key for Reference is provided in the interactive interface (GUI) to responding terminal, and detects the trigger action that responding terminal is directed to a certain function button；According to the detected trigger action for the function button, handle the Key for Reference and show response message to enquirement end in the interactive interface, meanwhile, corresponding Key for Reference in the knowledge base of backstage is updated according to the response message.Graphical display process of the present invention suitable for intelligent response.
Description
Technical field
The present invention relates to graphical user interface displays technical field, more particularly to one kind to be used to aid in response interactive interface to show
Show method and apparatus.
Background technology
In the production and operation of all kinds of online sales platform reality, customer group increasingly diversification, its scope of one's knowledge and reason
Solution ability is also stronger, and many clients want to get in touch with call center by channel on line whenever and wherever possible.This is just needed
Operator can be provided personalized, easily and the interaction with certain continuation according to the demand and preference of client
Answer service, the contact staff which results in client service center increase, and human cost increases severely.
Partial flats operator also attempts artificial intelligence technology to be applied to customer service response field, to reduce customer service
The human cost at center.Although the semantics recognition technology in recent years based on artificial intelligence has improved, apart from making on a large scale
With also distance, it is expected main reason is that " accuracy between question and answer " is less than, result in many intelligent response systems
The practicality of system is not good enough, is easy to asking due to negative function button caused by semantics recognition inaccuracy occur in actual use
Topic, result in client and is unsatisfied with or complains, ultimately caused many operating losses.
Several larger at present platform operation business, coincidentally provide chat work for client with retail shop is entered
Tool, is linked up with facilitating client and entering between retail shop by the graphic user interface (GUI) in chat tool.Therein one
A main purpose, the answer service provided exactly by script by platform, is more undertaken by entering retail shop oneself, so as to reduce
The human cost of platform client service center.But it is growing with sales volume, enter retail shop and be also difficult in terms of answer service
Undertake higher and higher human cost so that the growth of marketing scale is hard to carry at present.
The content of the invention
The embodiment of the present invention provides a kind of for aiding in response interactive interface display method and equipment, it is possible to increase response
The degree of automation in service, reduces cost of labor.
To reach above-mentioned purpose, the embodiment of the present invention adopts the following technical scheme that：
Detection receives the customer issue that user terminal is sent, and question information receives user and inputs carrying for interactive interface (GUI)
Ask information, wherein, the question information is sent by user terminal and is shown in the interactive interface of customer service terminal.Using being carried
For the keyword taken to backstage KnowledgeBase-query Key for Reference, acquisition is directed to keyword at least one answer set in advance, and will
The Key for Reference is shown in prompt window, and provide below answer ask for trigger different operating event can select by
Key, such as：The question and answer function selection key includes " negative function button ", " editting function button " and " function is pressed certainly
Key ".The action event triggered according to the customer service terminal handles the Key for Reference, and is shown in the interactive interface.Profit
The backstage knowledge base update is triggered with the Key for Reference after processed.
When trigger action is for " function button certainly ", the Key for Reference is included in the interactive interface.
When trigger action is directed to " the negative function button ", extraction inputs the information of the text editing window and shows
Show in the interactive interface, meanwhile, using the information of the input text editing window, update the personal memory block
Domain.
When trigger action is directed to " mode switching key ", autoanswer mode is transferred to, wherein, the personal storage
The accuracy of Key for Reference meets preset condition in region.
Wherein, it is described to be included according to the keyword query backstage knowledge base extracted：According to the keyword extracted, to institute
State the public storage area in the knowledge base of backstage and personal storage region request performs inquiry operation, wherein, when the reference is answered
Renewal time of the case in the personal storage region newly in the public storage area when, personal memory block described in prioritizing selection
The Key for Reference in domain.
When trigger action is directed to " the editting function button ", the Key for Reference is included in text editing window；
And include the Key for Reference obtained after editor in the interactive interface, meanwhile, using the Key for Reference obtained after the editor,
Update the personal storage region.
The keyword that Database Systems are sent according to customer service terminal, Key for Reference is inquired about from the knowledge base of backstage, wherein, institute
It is to be extracted by the customer service terminal from the question information of interactive interface (GUI) to state keyword, and the question information is by user
Input interactive interface；After the Key for Reference that inquiry obtains is sent to the customer service terminal, detection customer service is in customer service terminal
For the trigger action of function button, wherein, the function button includes：For negate Key for Reference " negative function is pressed
Key ", " function button certainly " for confirming Key for Reference and " the editting function button " for editing Key for Reference；According to
Response message is shown in the interactive interface, updates corresponding Key for Reference in the knowledge base of backstage.
Wherein, Key for Reference is inquired about in the knowledge base from backstage, including：Common storage from the backstage knowledge base
The Key for Reference is inquired about in region and personal storage region, wherein, when the Key for Reference is in the personal storage region
Renewal time newly when the public storage area, the Key for Reference in personal storage region described in prioritizing selection.
Further, if trigger action is directed to " the editting function button ", the reference obtained after the editor is utilized
Answer, updates the personal storage region；If trigger action is directed to " the negative function button ", using described in the input
The information of text editing window, updates the personal storage region.
Specifically further include：Each customer service terminal is obtained for the trigger action of " function button certainly " and for described
The statistical value of the trigger action of " negative function button "；Each Key for Reference is adjusted in the common storage according to the statistical value
Priority in region and/or the personal storage region；If trigger action is directed to " the negative function button ", according to excellent
First level order, another Key for Reference is sent to the customer service terminal.
The scheme that the present embodiment is provided, is mainly used for being carried in response user in customer service or trade company in practical applications
Problem, the especially customer service to customer service are attended a banquet or trade company uses.By inquiring about backstage knowledge base, and provide at least three kinds of differences
Options, attended a banquet by customer service or the selection of trade company use, afterwards always according to the selection that customer service is attended a banquet be continuously updated backstage
Knowledge base.The quick obtaining answer consequently facilitating customer service is attended a banquet, can also update backstage knowledge base and train it in use
In alternative answer.
The scheme that the present embodiment is provided, provides customer problem based on graphic user interface (GUI) and answers the corresponding of process
Feedback mechanism, improves client and asks a question reply efficiency, lifting user experience and cuts operating costs.And answer is inaccurate
Problem can be well solved, and backstage knowledge base can constantly Automatic Optimal, so as to improve backstage knowledge in real time
The accuracy of answer in storehouse.
Brief description of the drawings
To describe the technical solutions in the embodiments of the present invention more clearly, below will be to needed in the embodiment
Attached drawing is briefly described, it should be apparent that, drawings in the following description are only some embodiments of the present invention, for ability
For the those of ordinary skill of domain, without creative efforts, it can also be obtained according to these attached drawings other attached
Figure.
Fig. 1 a, Fig. 1 b are system architecture schematic diagram provided in an embodiment of the present invention；
Fig. 2 a, Fig. 2 b, Fig. 2 c, Fig. 2 d are method flow schematic diagram provided in an embodiment of the present invention；
Fig. 3, Fig. 4, Fig. 5 are the schematic diagram of instantiation provided in an embodiment of the present invention.
Embodiment
To make those skilled in the art more fully understand technical scheme, below in conjunction with the accompanying drawings and specific embodiment party
Formula is described in further detail the present invention.Embodiments of the present invention are described in more detail below, the embodiment is shown
Example is shown in the drawings, wherein same or similar label represents same or similar element or has identical or class from beginning to end
Like the element of function.It is exemplary below with reference to the embodiment of attached drawing description, is only used for explaining the present invention, and cannot
It is construed to limitation of the present invention.Those skilled in the art of the present technique are appreciated that unless expressly stated, odd number shape used herein
Formula " one ", "one", " described " and "the" may also comprise plural form.It is to be further understood that the specification of the present invention
The middle wording " comprising " used refers to there are the feature, integer, step, operation, element and/or component, but it is not excluded that
In the presence of or other one or more features of addition, integer, step, operation, element, component and/or their groups.It should be understood that
When we claim element to be " connected " or during " coupled " to another element, it can be directly connected or coupled to other elements, or
There may also be intermediary element.In addition, " connection " used herein or " coupling " can include wireless connection or coupling.Here make
Wording "and/or" includes any cell of one or more associated list items and all combines.The art
Technical staff is appreciated that unless otherwise defined all terms (including technical term and scientific terminology) used herein have
The meaning identical with the general understanding of the those of ordinary skill in fields of the present invention.It is it should also be understood that such as general
Those terms defined in dictionary, which should be understood that, to be had a meaning that is consistent with the meaning in the context of the prior art, and
Unless being defined as here, will not be explained with the implication of idealization or overly formal.
The embodiment of the present invention can be specifically realized in a kind of system as shown in Figure 1a, wherein：
Analysis Service implement body can be the server apparatus being individually made, such as：Rack, blade, tower or machine
Cabinet type server apparatus, can also use work station, mainframe computer etc. to possess stronger computing capability hardware device；Can also
The server cluster being made of multiple server apparatus.
Customer service terminal and user terminal, can specifically make an independent system in fact, or be integrated in a variety of media
In data broadcast system, such as smart mobile phone, tablet computer (Tablet Personal Computer), laptop computer
(Laptop Computer) or personal digital assistant (personal digital assistant, abbreviation PDA) etc..Customer service
It can be shown chat interface by installation application program or APP, specifically shown in chat interface in terminal and user terminal
Show the information such as the chat messages, short message, speech message that user terminal sends to Analysis server, and show Analysis server
The response message of return, so as to form " user conversation " between user terminal and Analysis server, and shows user terminal
Operation user.Common, customer service terminal is mainly supplied to contact staff, trade company, marketing personnel etc. to use, and user terminal is main
Be supplied to client, user to use, object used for different, the application program installed in customer service terminal and user terminal or
APP, shown chat interface can by being distinguished, such as：In the present embodiment, shown by customer service terminal and user terminal
All include the interactive interface for showing chat message, and the text editing window for information input in chat interface,
And it then further comprises the prompt window for showing Key for Reference in the chat interface shown by customer service terminal.
It is common, Analysis server and each customer service terminal can Interworking Data storehouse system, run in Database Systems
Backstage knowledge base, for storing and managing Key for Reference.Database Systems specifically can be individually made, the pipe for data
Reason, the server apparatus stored or the server cluster being made of multiple server apparatus.In the hard of Database Systems
The database of correspondence analysis server and each customer service terminal is run in part equipment, for managing and storing Analysis server and each
The data of a customer service terminal.Common network database (Network Database), relational database can specifically be used
(Relational Database), tree shaped data storehouse (Hierarchical Database), object-oriented database
(Object-oriented Database) and big data system architecture of new generation.
Optionally, as shown in Figure 1 b, Analysis Service implement body can also be integrated in Database Systems, such as：Will clothes
Business device cluster in part server equipment be divided into front-end server, for customer service terminal and user terminal interaction data,
This front-end server can be known as Analysis server；And by another part server in server cluster and most
Storage device (such as disk array, caching machine etc.) can serve as background data base and provide data access clothes for front-end server
Business, and the backstage knowledge base is safeguarded on background data base.
A kind of auxiliary answer method for being based on interactive interface (GUI) in the present embodiment, specifically can be by being used as responding terminal
Customer service terminal realize, as shown in Figure 2 a, this method includes：
S11, receive the question information for puing question to end input interactive interface (GUI).
S12, according to question information from backstage knowledge base obtain Key for Reference, and by the Key for Reference include in the friendship
In mutual interface (GUI).
S13, provide the function button for corresponding to Key for Reference in the interactive interface (GUI) to responding terminal, and detects and answer
Answer trigger action of the end for a certain function button.
Wherein：The function button includes：For negating " the negative function button " of Key for Reference, being answered for confirmation reference
" function button certainly " of case and " editting function button " for editing Key for Reference.
S14, according to the detected trigger action for the function button, handle the Key for Reference and described
In interactive interface response message is shown to enquirement end, meanwhile, corresponding ginseng in the knowledge base of backstage is updated according to the response message
Examine answer.
Wherein, it is described that Key for Reference is obtained from backstage knowledge base according to question information in S12, including：
Keyword is extracted from the question information, and according to the keyword query backstage knowledge base extracted；Receive institute
The Key for Reference that backstage knowledge base returns to the corresponding keyword is stated, and the Key for Reference is included in the interactive interface
In.
Specifically, it is described according to the keyword query backstage knowledge base extracted, including：According to the keyword extracted,
Public storage area and personal storage region request into the backstage knowledge base perform inquiry operation.
Specifically, it is provided with the interactive interface (GUI)：Prompt window, it is used to show Key for Reference.The function
Button is arranged in the prompt window.
A kind of auxiliary response interactive interface display method in the present embodiment, specifically can be by for supporting interactive interface
(GUI) equipment realizes that as shown in Figure 2 b, this method includes：
S21, interactive interface (GUI) receive and show the question information for puing question to end input.
S22, interactive interface (GUI) receive the Key for Reference that backstage knowledge base returns, and in presumptive area display reminding window
Mouthful.
Wherein：The Key for Reference is shown in the prompt window, the prompt window also provides corresponding Key for Reference
Function button；Wherein：The function button includes：For negating " the negative function button " of Key for Reference, being referred to for confirmation
" function button certainly " of answer and " editting function button " for editing Key for Reference.
S23, interactive interface (GUI) detection responding terminal are directed to the trigger action of a certain function button, and according to function button
Corresponding function handle accordingly to the Key for Reference.
S24, interactive interface (GUI) show the response message for question information to enquirement end.
A kind of auxiliary response robot with interactive interface (GUI), can specifically pass through artificial intelligence skill in the present embodiment
Art designs the auxiliary response robot, and for running above-mentioned auxiliary response interactive interface display method, as shown in Figure 2 c, its
Include：
S31, auxiliary response robot receive the question information for puing question to end input interactive interface (GUI).
S32, auxiliary response robot inquire about internal knowledge base according to question information and generate corresponding Key for Reference, at the same time
The Key for Reference is included in the prompt window of the interactive interface (GUI).
Wherein：The prompt window provides the function button of corresponding Key for Reference；Wherein：The function button includes：With
" negative function button " in negative Key for Reference, " certainly function button " for confirming Key for Reference and referred to for editing
" the editting function button " of answer.
S33, auxiliary response robot detection responding terminal are directed to the trigger action of a certain function button, and according to function button
Corresponding function handle accordingly to the Key for Reference.
S34, auxiliary response robot response message of the display for question information in the interactive interface (GUI).
A kind of interactive interface (GUI) display methods for being used to aid in response, can specifically be taken by analyzing in the present embodiment
Business device realizes that as shown in Figure 2 d, this method includes：
S41, receive the question information for puing question to end input interactive interface (GUI).
S42, receive the Key for Reference that the backstage knowledge base returns, and the Key for Reference is included in the interactive interface
(GUI) in, and the function button for corresponding to Key for Reference is provided to responding terminal.
Wherein：The function button includes：For negating " the negative function button " of Key for Reference, being answered for confirmation reference
" function button certainly " of case and " editting function button " for editing Key for Reference.
S43, detection responding terminal are directed to the trigger action of a certain function button, and according to the corresponding function of function button to institute
Key for Reference is stated to handle accordingly.
S44, show response message in the interactive interface (GUI) to enquirement end.
It should be noted that the enquirement end mentioned in the present embodiment, specifically can be understood as being used for interactive interface
(GUI) terminal device of question information, such as the user terminal manipulated by user are inputted；Response mentioned in the present embodiment
End, specifically can be understood as being used for the terminal device to interactive interface (GUI) input Key for Reference, such as the visitor manipulated by customer service
Take terminal.Shown information in interactive interface (GUI), that is, be shown in and put question to end to be also shown in responding terminal, so as to form enquirement
Information exchange is carried out by interactive interface (GUI) between end and responding terminal.
Based on the above embodiments scheme, there is provided a kind of specific possibility implementation for performing flow, this is specific to perform stream
Journey can be performed to be performed by the customer service terminal in Fig. 1 a, 1b.Including：
S101, receive the question information that user inputs interactive interface (GUI).
Wherein, the question information is inputted by user by interactive interface (GUI), can specifically input interactive interface
(GUI) in interactive window, such as：Interactive interface as shown in Fig. 3,4,5.Question information is sent and is shown in by user terminal
The interactive interface of customer service terminal.Question information can be specifically one section of text message, and keyword is extracted from question information
Concrete mode, currently used character recognition technology can be used；Question information can also be specifically voice messaging, using mesh
Voice messaging is converted to text message by preceding common speech recognition technology, then extracts keyword.
In practical applications, graphic user interface (GUI) is so that its is easy to operate, directly perceived, is conveniently used widely, and embedding
Enter formula software to compare, Graphic User Interface software includes many windows, and many controls, these windows are included again in each window
Mouthful with the various combination of the control function that to constitute software different, user is by the control in operation interface, work(as defined in realization
Energy.In the present embodiment, as shown in figure 3, the APP or application program for being useful for chat interaction are run in customer service terminal, and
(such as liquid crystal display, touch-screen etc.) shows interactive interface on the display unit of customer service terminal.
S102, extract keyword from the question information, and according to the keyword query backstage knowledge base extracted.
Intelligent response system is a kind of typical case of human-computer interaction technology.It is common, have in intelligent response system a set of
Backstage knowledge base, the inside have the problem of a large amount of and with the corresponding answer of each problem.Intelligent response system is firstly the need of identification
The problem of user proposes, i.e., find the problem of corresponding with the user's problem from the knowledge base of backstage, then finds out and the problem
The answer being mutually matched.
In the present embodiment, backstage knowledge base is used to store Key for Reference, such as：Different references are recorded in the knowledge base of backstage to answer
The mapping ruler of case and keyword, and when receiving inquiry request, searched to obtain Key for Reference according to keyword；Again for example：
The mapping ruler of different Key for References and key combination is recorded in the knowledge base of backstage, and when receiving inquiry request, according to
Multiple keywords are searched to obtain Key for Reference.
Key for Reference is shown in prompt window.Specifically, prompt window can be arranged on toolbar as shown in Figure 3
In, positioned at the side of interactive interface (GUI), and provide operational controls button, than " negative function button " as illustrated in the drawing,
" editting function button " (or " copying to input frame ") button and " function button certainly "；Alternatively, as shown in Figure 4, prompt
Window is overlapped in the same area with text editing window, and provides operational controls button；Alternatively, as shown in Figure 5, reminding window
Mouth utilizes a part of region in interactive interface, and provides operational controls button.
S103, receive the Key for Reference that the backstage knowledge base returns to the corresponding keyword, and by the Key for Reference
It is shown in the prompt window of the interactive interface.
S104, provide the function button for corresponding to Key for Reference in the prompt window to customer service, and detects customer service in customer service
The trigger action of the function button is directed in terminal.
Wherein, the function button includes：For negating " the negative function button " of Key for Reference, being answered for confirmation reference
" function button certainly " of case and " editting function button " for editing Key for Reference.
When customer service terminal can operate customer service terminal according to contact staff, the operational controls button that triggers manually, to judge
Which specific event is triggered.Such as：" giving an irrelevant answer " button (i.e. negative function button) correspondence shown in Fig. 3,4,5 is refused
Exhausted event, the corresponding editor's event of " editor " button (i.e. editting function button), " transmission " button (function button certainly) button pair
Event should be sent, one of button then triggers corresponding event after being clicked.
S105, according to the detected trigger action for the function button, handles the Key for Reference and in institute
State and response message is shown in interactive interface, meanwhile, corresponding Key for Reference in the knowledge base of backstage is updated according to the response message.
In the present embodiment, the trigger process of action event can also be designed to automatic trigger at least 2 events therein, example
Such as：In autoanswer mode, according to the accuracy of Key for Reference in personal storage region, determine whether to meet transmission event or
The preset condition of refusal event, if meeting the preset condition of one of which, automatic trigger sends event or refusal event.
The concrete mode of customer service terminal processes Key for Reference, corresponding different event, such as：" negative function button " is by point
When hitting, refusal event is triggered, and the concrete mode of customer service terminal processes Key for Reference includes at this time：From the knowledge base of backstage again
The corresponding Key for Reference for extracting keyword of selection is simultaneously shown in prompt window, will be new after being operated again in order to contact staff
Key for Reference is shown in interactive interface；Or it is directly switch into text editing window, and wait contact staff to be manually entered reference
Answer, then the Key for Reference that contact staff is manually entered are included in interactive interface；
When " editting function button " (or " copying to input frame ") button is clicked, editor's event is triggered, objective at this time
Taking the concrete mode of terminal processes Key for Reference includes：The Key for Reference that will be prompted to show in window is copied into text editing window
Mouthful, and wait contact staff to be manually entered Key for Reference in text editing window, clicked on and sent by contact staff；Or it will carry
Show that the Key for Reference shown in window is copied into text editing window, and after preset time, automatic sending information editor window
Key for Reference in mouthful is to interactive interface；
When " function button certainly " is clicked, transmission event is triggered, and customer service terminal processes Key for Reference is specific at this time
Mode includes：The Key for Reference that customer service terminal directly will be prompted to show in window is sent to interactive interface.
S104, utilize the Key for Reference triggering backstage knowledge base update after being processed.
Wherein, the Key for Reference after customer service terminal will can be processed is sent to backstage knowledge base, so that after triggering
Platform knowledge base performs renewal process.
Wherein, corresponding concrete mode can be triggered by corresponding to different event customer service terminals in step s 103, and most at last
Key for Reference after processing is limited in interactive interface.
The intelligent response system of the prior art, answer inaccuracy problem cannot be well solved, AI backstages knowledge base
Can not Automatic Optimal, even if optimize be also using periodically upgrade backstage knowledge base by the way of, it is difficult in the day that client attends a banquet
Often optimized in real time in work；Moreover, periodically upgrading the optimal way of backstage knowledge base, backstage knowledge base can also be caused in short-term
Interior to reach the standard grade, this has hampered the use that customer service is attended a banquet again.
In the present embodiment, by detecting the customer issue for receiving user terminal and sending, question information receives user's input and hands over
The question information at mutual interface (GUI), wherein, the question information is sent by user terminal and is shown in the friendship of customer service terminal
Mutual interface.Extracted keyword is utilized to be obtained set in advance extremely for keyword to backstage KnowledgeBase-query Key for Reference
A few answer, and the Key for Reference is included in prompt window, and provide and asked for triggering different operating below answer
The energy selection key of event, such as：The question and answer function selection key include " negative function button ", " editting function button " and
" function button certainly ".The action event triggered according to the customer service terminal handles the Key for Reference, and is shown in described
Interactive interface.The backstage knowledge base update is triggered using the Key for Reference after processed.
Further, can be by response after acquisition meets accuracy requirement for keyword answer set in advance
Pattern is switched to " fully automatic mode " from " semiautomatic-mode ", the problem of in order to which the subsequent user of automatic-answering back device is proposed.
The scheme that the present embodiment is provided, is mainly used for being carried in response user in customer service or trade company in practical applications
Problem, the especially customer service to customer service are attended a banquet or trade company uses.By inquiring about backstage knowledge base, and provide at least three kinds of differences
Options, attended a banquet by customer service or the selection of trade company use, afterwards always according to the selection that customer service is attended a banquet be continuously updated backstage
Knowledge base.The quick obtaining answer consequently facilitating customer service is attended a banquet, can also update backstage knowledge base and train it in use
In alternative answer.
Specific operation process therein, can realize by intelligent response system or chat robots, such as：Chatting machine
Device people directly provides question and answer and uses the question and answer that customer service is attended a banquet or trade company provides chat robots to attend a banquet either trade company of customer service
Directly issue user；Chat robots directly provide question and answer and use customer service to attend a banquet or trade company exists to customer service either trade company of attending a banquet
Into edlin on the basis of the question and answer that chat robots provide, user is issued again afterwards；What chat robots directly provided can not
Use, customer service is attended a banquet or the button of trade company's selection " negative function button ", so that during furnishing an answer, realizes one
Kind can save the time of manual answering by the logic of the judgement manually participated in, and realize quick " differentiation " of answer, from
And make it that the result of response is more preferable.
In the present embodiment, the respective feedback mechanism of customer problem answer process is provided based on graphic user interface (GUI), is carried
High client asks a question reply efficiency, lifts user experience and cuts operating costs.And answer inaccuracy problem can obtain
Solve well, and AI backstages knowledge base can constantly Automatic Optimal, so as to improve answer in the knowledge base of backstage in real time
Accuracy.
Further, following scheme is further included：
S101, receive the question information that user inputs interactive interface (GUI).
S102-1, extract keyword from the question information, according to the keyword extracted, to the backstage knowledge base
In public storage area and the request of personal storage region perform inquiry operation.
In the present embodiment, backstage knowledge base can be divided into public storage area and personal storage region, wherein, it is public to deposit
Be mainly used for storing the mapping relations between different keywords and Key for Reference in storage area domain, and according to different merchandise classifications and
Mapping relations can be recorded as different tables of data by type of service etc., be responsible for the customer service of corresponding merchandise classification and type of service
Account can inquire about the Key for Reference of corresponding keyword when accessing backstage knowledge base from corresponding tables of data.
Different customer service terminal-pairs answers different personal storage regions, such as：One customer service account corresponds to backstage knowledge base
In personal storage region.Customized information is mainly stored in personal storage region, customized information can specifically wrap
Include：The tables of data of specific merchandise classification and type of service corresponding to customer service account, these tables of data can be by common storage area
Domain copies to personal storage region；And the customer service terminal where the customer service account, at work edited Key for Reference with
The mapping relations of keyword, and be recorded in interim tables of data.In practical applications, the Key for Reference in interim tables of data
Original information content in table can be used to update the data.
In practical applications, backstage knowledge base can be established on the database system, and be safeguarded by Database Systems public
The information stored in storage region and all personal storage regions.And the information stored in personal storage region, it can also download
To the local memory device of customer service terminal, in order to which customer service terminal can also complete response when communicating not smooth with Database Systems
Work.
S103, receive the Key for Reference that the backstage knowledge base returns to the corresponding keyword, and by the Key for Reference
It is shown in the prompt window of the interactive interface.
S104, provide the function button for corresponding to Key for Reference in the prompt window to customer service, and detects customer service in customer service
The trigger action of the function button is directed in terminal.
S105, according to the detected trigger action for the function button, handles the Key for Reference and in institute
State and response message is shown in interactive interface, meanwhile, corresponding Key for Reference in the knowledge base of backstage is updated according to the response message.
Wherein, when renewal time of the Key for Reference in the personal storage region is newly in the public storage area
When, the Key for Reference in personal storage region described in prioritizing selection.Edited, updated Key for Reference, preferential storage
In personal storage region, thus when the renewal time in personal storage region newly in the public storage area when it is (wherein, " new
In " can be understood as：Timestamp closer to, or the number of renewal is more), the preferential reference using in personal storage region is answered
Case, avoid contact staff with regard to it is identical the problem of repeat edit answer situation, save response time, improve customer service
The work efficiency of personnel.
In the present embodiment, triggered event is operated according to contact staff to be distinguished to Key for Reference, reduces visitor
Take the cumbersome degree of personnel in the gui；Meanwhile also by the differentiation carried out to Key for Reference, it is final to improve backstage knowledge
The accuracy of Key for Reference in storehouse., can be by the ginseng that is shown in prompt window specifically, the different type according to action event
Answer is examined, designs different processing modes.
One：
S101, receive the question information that user inputs interactive interface (GUI).
S102-1, extract keyword from the question information, according to the keyword extracted, to the backstage knowledge base
In public storage area and the request of personal storage region perform inquiry operation.
S103, receive the Key for Reference that the backstage knowledge base returns to the corresponding keyword, and by the Key for Reference
It is shown in the prompt window of the interactive interface.
S104, provide the function button for corresponding to Key for Reference in the prompt window to customer service, and detects customer service in customer service
The trigger action of the function button is directed in terminal.
S105-1, when trigger action is directed to " the editting function button ", the Key for Reference is included compiling in text
Collect window；And include the Key for Reference obtained after editor in the interactive interface, meanwhile, utilize the ginseng obtained after the editor
Answer is examined, updates the personal storage region.
So as in the case of the response work for ensureing customer service terminal is unbroken, improve referred in personal storage region in real time
The accuracy of answer, and avoid contact staff with regard to it is identical the problem of repeat edit answer situation, save response
Time, improves the work efficiency of contact staff.
Secondly：
S101, receive the question information that user inputs interactive interface (GUI).
S102-1, extract keyword from the question information, according to the keyword extracted, to the backstage knowledge base
In public storage area and the request of personal storage region perform inquiry operation.
S103, receive the Key for Reference that the backstage knowledge base returns to the corresponding keyword, and by the Key for Reference
It is shown in the prompt window of the interactive interface.
S104, provide the function button for corresponding to Key for Reference in the prompt window to customer service, and detects customer service in customer service
The trigger action of the function button is directed in terminal.
S105-2, when trigger action is for " function button certainly ", the Key for Reference is included in the friendship
Mutual interface.Such as：" certainly function button " is triggered, then show the Key for Reference that is directly extracted from the knowledge base of backstage it is accurate and
It may use, priority of the Key for Reference in the knowledge base of backstage can be lifted.
Thirdly：
S101, receive the question information that user inputs interactive interface (GUI).
S102-1, extract keyword from the question information, according to the keyword extracted, to the backstage knowledge base
In public storage area and the request of personal storage region perform inquiry operation.
S103, receive the Key for Reference that the backstage knowledge base returns to the corresponding keyword, and by the Key for Reference
It is shown in the prompt window of the interactive interface.
S104, provide the function button for corresponding to Key for Reference in the prompt window to customer service, and detects customer service in customer service
The trigger action of the function button is directed in terminal.
S105-3, when trigger action is directed to " the negative function button ", extraction inputs the text editing window
Information is simultaneously shown in the interactive interface, meanwhile, using the information of the input text editing window, update the individual
Storage region.Such as：" negative function button " is triggered, then the Key for Reference for showing directly to extract from the knowledge base of backstage can not
With priority of the Key for Reference in the knowledge base of backstage can be reduced.
Specifically, secondly in, " certainly function button " is triggered, then shows the ginseng directly extracted from the knowledge base of backstage
Examine answer accurately and may use, priority of the Key for Reference in the knowledge base of backstage can be lifted.Thirdly in, " negative function
Button " is triggered, then shows that the Key for Reference that is directly extracted from the knowledge base of backstage is unavailable, can reduce the Key for Reference and exist
Priority in the knowledge base of backstage, and the Key for Reference that contact staff is manually entered in text editing window is as backstage knowledge
The corresponding Key for Reference for extracting keyword in storehouse, imports the map listing of keyword-Key for Reference；" editting function button " quilt
Triggering, though the Key for Reference for then showing directly to extract from the knowledge base of backstage may use inaccuracy, can be existed using contact staff
The Key for Reference that text editing window is manually entered, updates the information content that the Key for Reference is stored in the knowledge base of backstage.
So as in the case of the response work for ensureing customer service terminal is unbroken, improve referred in public storage area in real time
The accuracy of answer, and similarly avoid contact staff with regard to it is identical the problem of repeat edit answer situation, save
Response time, improves the work efficiency of contact staff.
Further, when trigger action is directed to " mode switching key ", it is transferred to autoanswer mode.Can be by response
The problem of pattern is switched to " fully automatic mode " from " semiautomatic-mode ", and the subsequent user of customer service terminal automatic answering proposes.
Wherein, the accuracy of Key for Reference meets preset condition in the personal storage region.In autoanswer mode,
According to the accuracy of Key for Reference in personal storage region, determine whether to meet transmission event or refuse the preset condition of event,
If meeting the preset condition of one of which, automatic trigger sends event or refusal event, and wherein preset condition can be according to tool
The business scenario setting of body.Such as：
(1) when Key for Reference and the problem degree of association and consistent degree reach predetermined threshold, then thing can be sent with automatic trigger
Part, backstage knowledge base is sent to user terminal and display problem answer.
(2), then can be with when Key for Reference and the problem degree of association are less than predetermined threshold B higher than predetermined threshold A but consistent degree
Automatic trigger editor's event, the answer after edit-modify is obtained, backstage knowledge base is sent to user terminal and display problem is answered
Case；
(3) when Key for Reference and the problem degree of association and consistent degree are less than predetermined threshold, then by triggering, " negative function is pressed
Key ", backstage knowledge base replaces the answer set in advance of GUI backstages, and is sent to customer service terminal again.
By designing autoanswer mode, the automatic-answering back device of subproblem is realized, so as to further reduce contact staff's
Workload.And the backstage knowledge base that autoanswer mode is calibrated based on real-time update, when Key for Reference in personal storage region
Accuracy, switch to autoanswer mode after meeting preset condition, also improve in autoanswer mode response answer
Order of accuarcy.
Based on the above embodiments scheme, a kind of specific possibility implementation for performing flow, the specific execution are also provided
Flow can be performed to be performed by the Analysis server in Fig. 1 a, 1b.Including：
S201, the keyword sent according to customer service terminal, Key for Reference is inquired about from the knowledge base of backstage.
Wherein, the keyword is to be extracted by the customer service terminal from the question information of interactive interface (GUI), described
Question information inputs interactive interface by user.
Analysis server in the present embodiment, the method flow provided specifically for performing the present embodiment, such as：Receive
User terminal by the wireless network chat messages that either internet is sent, text message or the voice messaging such as short message, and
Response message is sent to user terminal.Analysis server can dock multiple customer service terminals, be extracted from customer service terminal corresponding
Business information simultaneously generates specific response message.
S202, after it will inquire about obtained Key for Reference and sent to the customer service terminal, detection customer service is in customer service terminal
For the trigger action of function button.
Wherein, the function button includes：For negating " the negative function button " of Key for Reference, being answered for confirmation reference
" function button certainly " of case and " editting function button " for editing Key for Reference.
Wherein, the customer service terminal can handle the Key for Reference according to the action event triggered.
S203, basis show response message in the interactive interface, update corresponding Key for Reference in the knowledge base of backstage.
In the present embodiment, by detecting the customer issue for receiving user terminal and sending, question information receives user's input and hands over
The question information at mutual interface (GUI), wherein, the question information is sent by user terminal and is shown in the friendship of customer service terminal
Mutual interface.Extracted keyword is utilized to be obtained set in advance extremely for keyword to backstage KnowledgeBase-query Key for Reference
A few answer, and the Key for Reference is included in prompt window, and provide and asked for triggering different operating below answer
The energy selection key of event, such as：The question and answer function selection key include " negative function button ", " editting function button " and
" function button certainly ".The action event triggered according to the customer service terminal handles the Key for Reference, and is shown in described
Interactive interface.The backstage knowledge base update is triggered using the Key for Reference after processed.
In the present embodiment, also provide in a kind of step S201, it is described according to the keyword that customer service terminal is sent from rear
Inquire about Key for Reference in platform knowledge base, specific implementation, so as to obtain following scheme：
S201-1, inquire about from the public storage area in the backstage knowledge base and personal storage region it is described with reference to answering
Case.
Wherein, when renewal time of the Key for Reference in the personal storage region is newly in the public storage area
When, the Key for Reference in personal storage region described in prioritizing selection.
In the present embodiment, if trigger action is directed to " the editting function button ", utilize what is obtained after the editor
Key for Reference, updates the personal storage region；If trigger action is directed to " the negative function button ", the input is utilized
The information of the text editing window, updates the personal storage region.
S202, after it will inquire about obtained Key for Reference and sent to the customer service terminal, detection customer service is in customer service terminal
For the trigger action of function button.
S203, basis show response message in the interactive interface, update corresponding Key for Reference in the knowledge base of backstage.
Further, each customer service terminal is obtained for the trigger action of " function button certainly " and for described
The statistical value of the trigger action of " negative function button "；Each Key for Reference is adjusted in the common storage according to the statistical value
Priority in region and/or the personal storage region；If trigger action is directed to " the negative function button ", according to excellent
First level order, another Key for Reference is sent to the customer service terminal.
In follow-up answering, if customer service terminal triggering is " negative function button ", Analysis server
Another Key for Reference can be sent to the customer service terminal according to priority orders, to replace the former answer being rejected.
The scheme that the present embodiment is provided, is mainly used for being carried in response user in customer service or trade company in practical applications
Problem, the especially customer service to customer service are attended a banquet or trade company uses.By inquiring about backstage knowledge base, and provide at least three kinds of differences
Options, attended a banquet by customer service or the selection of trade company use, afterwards always according to the selection that customer service is attended a banquet be continuously updated backstage
Knowledge base.The quick obtaining answer consequently facilitating customer service is attended a banquet, can also update backstage knowledge base and train it in use
In alternative answer.So as to during furnishing an answer, realize and a kind of can be saved by the logic of the judgement manually participated in
The time of manual answering has been saved, and has realized quick " differentiation " of answer, so that the result of response is more preferable.
In the present embodiment, a kind of customer service terminal is also provided, including：
Processor, network interface, memory, communication bus, the communication bus are used for the connection communication between each component；
Storage is used for the computer program that the processor performs, the calculating performed by the processor in the memory
Machine program includes：
Analysis module, the question information of interactive interface (GUI) is inputted for receiving user, and is carried from the question information
Take keyword；
Request module, for according to the keyword query backstage knowledge base extracted；
First display module, for receiving the Key for Reference of the corresponding keyword of backstage knowledge base return
Afterwards, the Key for Reference is included in the prompt window of the interactive interface；
Second display module, for providing the function button of corresponding Key for Reference to customer service in the prompt window, and is examined
The trigger action that customer service is directed to the function button in customer service terminal is surveyed, the function button is being directed to according to detected
Trigger action after, handle the Key for Reference and show response message in the interactive interface；
Feedback module, for updating corresponding Key for Reference in the knowledge base of backstage according to the response message.
In the present embodiment, the respective feedback mechanism of customer problem answer process is provided based on graphic user interface (GUI), is carried
High client asks a question reply efficiency, lifts user experience and cuts operating costs.And answer inaccuracy problem can obtain
Solve well, and AI backstages knowledge base can constantly Automatic Optimal, so as to improve answer in the knowledge base of backstage in real time
Accuracy.
In the present embodiment, a kind of Analysis server is also provided, including：
Processor, network interface, memory, communication bus, the communication bus are used for the connection communication between each component；
Storage is used for the computer program that the processor performs, the calculating performed by the processor in the memory
Machine program includes：
Enquiry module, for the keyword sent according to customer service terminal, Key for Reference is inquired about from the knowledge base of backstage, its
In, the keyword is to be extracted by the customer service terminal from the question information of interactive interface (GUI), the question information by
User inputs interactive interface；
Monitoring modular, for after it will inquire about obtained Key for Reference and sent to the customer service terminal, detection customer service to be in visitor
The trigger action that function button is directed in terminal is taken, wherein, the function button includes：For negating " the negative of Key for Reference
Function button ", " function button certainly " for confirming Key for Reference and " the editting function button " for editing Key for Reference；
Data maintenance module, for according to response message is shown in the interactive interface, it to be right in the knowledge base of backstage to update
The Key for Reference answered.
In the present embodiment, the respective feedback mechanism of customer problem answer process is provided based on graphic user interface (GUI), is carried
High client asks a question reply efficiency, lifts user experience and cuts operating costs.And answer inaccuracy problem can obtain
Solve well, and AI backstages knowledge base can constantly Automatic Optimal, so as to improve answer in the knowledge base of backstage in real time
Accuracy.
Each embodiment in this specification is described by the way of progressive, identical similar portion between each embodiment
Divide mutually referring to what each embodiment stressed is the difference with other embodiment.It is real especially for equipment
For applying example, since it is substantially similar to embodiment of the method, so describing fairly simple, related part is referring to embodiment of the method
Part explanation.The above description is merely a specific embodiment, but protection scope of the present invention is not limited to
This, any one skilled in the art the invention discloses technical scope in, the change that can readily occur in or replace
Change, should be covered by the protection scope of the present invention.Therefore, protection scope of the present invention should be with the protection model of claim
Subject to enclosing.
Claims (10)
1. one kind is used to aid in response interactive interface display method, it is characterised in that including：
Receive the question information for puing question to end input interactive interface (GUI)；
Key for Reference is obtained from backstage knowledge base according to question information, and the Key for Reference is included in the interactive interface
(GUI) in；
The function button of corresponding Key for Reference is provided in the interactive interface (GUI) to responding terminal, and detects responding terminal and is directed to
The trigger action of a certain function button, wherein：The function button includes：For negate Key for Reference " negative function is pressed
Key ", " function button certainly " for confirming Key for Reference and " the editting function button " for editing Key for Reference；
According to the detected trigger action for the function button, the Key for Reference is handled and in the interactive interface
It is middle to show response message to enquirement end, meanwhile, corresponding Key for Reference in the knowledge base of backstage is updated according to the response message.
2. according to the method described in claim 1, it is characterized in that, described obtained according to question information from backstage knowledge base refers to
Answer, including：
Keyword is extracted from the question information, and according to the keyword query backstage knowledge base extracted；
The Key for Reference that the backstage knowledge base returns to the corresponding keyword is received, and the Key for Reference is included described
In interactive interface.
It is 3. according to the method described in claim 2, it is characterized in that, described according to the keyword query backstage knowledge extracted
Storehouse, including：
According to the keyword extracted, public storage area and personal storage region request into the backstage knowledge base perform
Inquiry operation.
4. according to the method described in any one in claim 1-3, it is characterised in that set in the interactive interface (GUI)
Have：Prompt window, it is used to show Key for Reference.
5. according to the method described in claim 4, it is characterized in that, the function button is arranged in the prompt window.
6. one kind is used to aid in response interactive interface display method, it is characterised in that including：
Interactive interface (GUI) receives and shows the question information for puing question to end input；
Interactive interface (GUI) receives the Key for Reference that backstage knowledge base returns, and in presumptive area display reminding window, wherein：
The Key for Reference is shown in the prompt window, the prompt window also provides the function button of corresponding Key for Reference；Wherein：
The function button includes：For negating " the negative function button " of the Key for Reference, " function certainly for confirming Key for Reference
Button " and " editting function button " for editing Key for Reference；
Interactive interface (GUI) detection responding terminal is directed to the trigger action of a certain function button, and according to the correspondence work(of function button
It can handle accordingly to the Key for Reference；
Interactive interface (GUI) is directed to the response message of question information to puing question to end to show.
A kind of 7. auxiliary response robot with interactive interface (GUI), it is characterised in that including：
Response robot is aided in receive the question information for puing question to end input interactive interface (GUI)；
Auxiliary response robot inquires about internal knowledge base according to question information and generates corresponding Key for Reference, while by the ginseng
Answer is examined to be shown in the prompt window of the interactive interface (GUI), wherein：The prompt window provides corresponding Key for Reference
Function button；Wherein：The function button includes：For negating " the negative function button " of Key for Reference, being referred to for confirmation
" function button certainly " of answer and " editting function button " for editing Key for Reference；
Response robot detection responding terminal is aided in be directed to the trigger action of a certain function button, and according to the correspondence work(of function button
It can handle accordingly to the Key for Reference；
Aid in the response robot response message of display for question information in the interactive interface (GUI).
8. one kind is used to aid in response interactive interface display method, it is characterised in that including：
Receive the question information for puing question to end input interactive interface (GUI)；
The Key for Reference that the backstage knowledge base returns is received, the Key for Reference is included in the interactive interface (GUI),
And the function button of corresponding Key for Reference is provided to responding terminal, wherein：The function button includes：For negating Key for Reference
" negative function button ", " function button certainly " for confirming Key for Reference and the " editting function for editing Key for Reference
Button "；
The trigger action that responding terminal is directed to a certain function button is detected, and the reference is answered according to the corresponding function of function button
Case handles accordingly；
In the interactive interface (GUI) response message is shown to enquirement end.
9. a kind of customer service terminal, it is characterised in that include at least：
Processor, network interface, memory, communication bus, the communication bus are used for the connection communication between each component；
Storage is used for the computer program that the processor performs, the computer journey performed by the processor in the memory
Sequence includes：
Analysis module, the question information of interactive interface (GUI) is inputted for receiving user, and is extracted and closed from the question information
Key word；
Request module, for according to the keyword query backstage knowledge base extracted；
First display module, for after the Key for Reference of the backstage knowledge base return correspondence keyword is received, inciting somebody to action
The Key for Reference is shown in the prompt window of the interactive interface；
Second display module, for providing the function button of corresponding Key for Reference to customer service in the prompt window, and detects visitor
The trigger action that the function button is directed in customer service terminal is taken, according to detected touching for the function button
After hair operation, handle the Key for Reference and show response message in the interactive interface；
Feedback module, for updating corresponding Key for Reference in the knowledge base of backstage according to the response message.
A kind of 10. Analysis server, it is characterised in that including：
Processor, network interface, memory, communication bus, the communication bus are used for the connection communication between each component；
Storage is used for the computer program that the processor performs, the computer journey performed by the processor in the memory
Sequence includes：
Enquiry module, for the keyword sent according to customer service terminal, Key for Reference is inquired about from the knowledge base of backstage, wherein, institute
It is to be extracted by the customer service terminal from the question information of interactive interface (GUI) to state keyword, and the question information is by user
Input interactive interface；
Monitoring modular, for after it will inquire about obtained Key for Reference and sent to the customer service terminal, detection customer service to be whole in customer service
The trigger action of function button is directed on end, wherein, the function button includes：For negating " the negative function of Key for Reference
Button ", " function button certainly " for confirming Key for Reference and " the editting function button " for editing Key for Reference；
Data maintenance module, for according to response message is shown in the interactive interface, updating corresponding in the knowledge base of backstage
Key for Reference.
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| CN114780190B (en) * | 2022-04-13 | 2023-12-22 | 脸萌有限公司 | Message processing method, device, electronic equipment and storage medium |
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Application publication date: 20180515 |