CN108460159B - Information reply method, terminal equipment and computer readable storage medium - Google Patents

Abstract

The present application is applicable to the technical field of information processing, and provides a method for replying to information, a terminal device and a computer-readable storage medium. The method for replying includes: acquiring information to be replied, and matching at least one information according to the information to be replied Replying to the answer, displaying the matching reply answer through the reply interface, and prompting the user to select a reply answer in the reply interface as the target reply answer, and receiving a reply answer selected by the user in the reply interface as the target reply Answer, after receiving the instruction for confirming the reply, reply the target reply answer to the user corresponding to the information to be replied, and this application can improve the efficiency of the user replying to the information.

Description

Information reply method, terminal device and computer-readable storage medium

technical field

The present application belongs to the technical field of information processing, and in particular, relates to a method for replying to information, a terminal device and a computer-readable storage medium.

Background technique

With the rapid development of science and technology, more and more users are shopping, socializing, browsing the web and other activities through the Internet. In order to make users have a good experience, whether it is a physical product or a virtual product provided on the Internet, online feedback services have been provided.

However, as the number of users continues to increase, there is also a steady stream of feedback. Each time the customer service staff receives a piece of feedback, they need to manually edit the information and reply to the information, which undoubtedly increases the workload of the customer service staff in the background, and this method of replying information is inefficient.

SUMMARY OF THE INVENTION

In view of this, the embodiments of the present application provide a method for replying information, a terminal device, and a computer-readable storage medium, so as to solve the problem of low efficiency in the current way of replying information by customer service personnel.

A first aspect of the embodiments of the present application provides a method for replying to information, including:

Obtain the information to be replied, and match at least one reply answer according to the information to be replied;

Displaying the matching reply answer through the reply interface, and prompting the user to select a reply answer as the target reply answer in the reply interface;

Receive a reply answer selected by the user in the reply interface as a target reply answer;

After receiving the instruction for confirming the reply, reply the target reply answer to the user corresponding to the information to be replied.

A second aspect of the embodiments of the present application provides a terminal device, including:

a matching module, configured to obtain the information to be replied, and match at least one reply answer according to the information to be replied;

a display module, configured to display the matching reply answer through the reply interface, and prompt the user to select a reply answer as the target reply answer in the reply interface;

The target reply answer confirmation module is used for receiving a reply answer selected by the user in the reply interface as the target reply answer;

The reply module is configured to reply the target reply answer to the user corresponding to the information to be replied after receiving the instruction for confirming the reply.

A third aspect of the embodiments of the present application provides a terminal device, including a memory, a processor, and a computer program stored in the memory and executable on the processor, when the processor executes the computer program The steps of the method provided in the first aspect of the embodiments of the present application are implemented.

A fourth aspect of the embodiments of the present application provides a computer-readable storage medium, where the computer-readable storage medium stores a computer program, and when the computer program is executed by one or more processors, implements the first embodiment of the present application Aspects provide the steps of the method.

A fifth aspect of the embodiments of the present application provides a computer program product, the computer program product includes a computer program, and when the computer program is executed by one or more processors, the above-mentioned methods provided in the first aspect of the embodiments of the present application are implemented. steps of the method.

In this embodiment of the present application, at least one reply answer can be matched according to the information to be replied, and then the matched reply answer is displayed on the display interface. The user can select a reply answer in the display interface as the target reply answer. When the user needs to reply, he can Click the virtual button for confirming the reply on the display interface to reply the target reply answer to the user corresponding to the information to be replied. The reply answer is related to the information to be replied, which not only avoids too many preset reply answers, and the user chooses a question that consumes a lot of time; but also avoids matching only one reply answer with the highest matching degree, due to the matching model setting The inaccuracy causes the most matching reply answer to be inappropriate, and the user needs to re-edit the question of the reply answer; and a display interface is set up, and the user selects one of the matching reply answers as the target reply answer, and sets the The target reply answer is replied to the user corresponding to the information to be replied, which improves the efficiency of the user replying to the information.

Description of drawings

In order to illustrate the technical solutions in the embodiments of the present application more clearly, the following briefly introduces the accompanying drawings that need to be used in the description of the embodiments or the prior art. Obviously, the drawings in the following description are only for the present application. In some embodiments, for those of ordinary skill in the art, other drawings can also be obtained according to these drawings without any creative effort.

Fig. 1 is the realization flow schematic diagram of a kind of information replying method that the embodiment of the present application provides;

FIG. 2 is a schematic flowchart of the implementation of another method for replying to information provided by an embodiment of the present application;

3 is a schematic diagram of a display interface provided by an embodiment of the present application;

4 is a schematic block diagram of a terminal device provided by an embodiment of the present application;

FIG. 5 is a schematic block diagram of another terminal device provided by an embodiment of the present application.

Detailed ways

In the following description, for the purpose of illustration rather than limitation, specific details such as a specific system structure and technology are set forth in order to provide a thorough understanding of the embodiments of the present application. However, it will be apparent to those skilled in the art that the present application may be practiced in other embodiments without these specific details. In other instances, detailed descriptions of well-known systems, devices, circuits, and methods are omitted so as not to obscure the description of the present application with unnecessary detail.

It is to be understood that, when used in this specification and the appended claims, the term "comprising" indicates the presence of the described feature, integer, step, operation, element and/or component, but does not exclude one or more other features , whole, step, operation, element, component and/or the presence or addition of a collection thereof.

It should also be understood that the terminology used in the specification of the application herein is for the purpose of describing particular embodiments only and is not intended to limit the application. As used in this specification and the appended claims, the singular forms "a," "an," and "the" are intended to include the plural unless the context clearly dictates otherwise.

It should also be further understood that, as used in this specification and the appended claims, the term "and/or" refers to and including any and all possible combinations of one or more of the associated listed items .

As used in this specification and the appended claims, the term "if" may be contextually interpreted as "when" or "once" or "in response to determining" or "in response to detecting" . Similarly, the phrases "if it is determined" or "if the [described condition or event] is detected" may be interpreted, depending on the context, to mean "once it is determined" or "in response to the determination" or "once the [described condition or event] is detected. ]" or "in response to detection of the [described condition or event]".

In order to illustrate the technical solutions described in the present application, the following specific embodiments are used for description.

FIG. 1 is a schematic flowchart of the implementation of a method for replying to information provided by an embodiment of the present application. As shown in the figure, the method may include the following steps:

Step S101: Acquire information to be replied, and match at least one reply answer according to the information to be replied.

In this embodiment of the present application, when the user receives information, one piece of information may be selected from the received information as the information to be replied to, or the latest received information may be used as the information to be replied to.

As another embodiment of the present application, the obtaining the information to be replied includes:

When an instruction to open the dialog box is received, the latest message sent by the opposite user in the dialog box is used as the information to be replied, or the message clicked by the user in the dialog box is used as the information to be replied to.

Taking the customer service staff as an example, when receiving the customer's information, click on a dialog box with a customer, then the latest message sent by the customer to the customer service staff is the information to be replied. Of course, in practical applications, the customer service staff side The dialog box can be set to a mode where historical messages can be selected. For example, after the customer service staff clicks on the dialog box with one of the customers, the customer has sent 3 new messages, and the customer service staff can click one of the messages as the message to be replied. .

Multiple reply answers are pre-stored in the database, and the reply answers in the database can be matched according to the keywords in the information to be replied, and multiple matching reply answers can be set according to the keywords. For example, the information to be replied includes the keyword "download failure", and one reply answer matching the keyword "download failure" can be set: please try to delete the download record and download it again; of course, the keyword "download failure" matches You can set multiple reply answers, for example, you can set another one: please exit the software store and clean the data, and then download it again.

Step S102, displaying the matching reply answer through the reply interface, and prompting the user to select a reply answer as the target reply answer in the reply interface.

In the embodiment of the present application, the reply interface is a visual interface. In the reply interface, the matched reply answers can be displayed. If only one reply answer is matched according to the information to be replied, the matched one The reply answers can be displayed. If multiple reply answers are matched according to the information to be replied, the matched reply answers can be displayed. When displaying matching reply answers, an optional icon can be set corresponding to each reply answer, and the optional icon corresponding to each reply answer is an optional state by default. Of course, if only one reply answer is matched, the optional icon of the matched reply answer can also be set to the selected state. If multiple reply answers are matched at the same time, the multiple reply answers that are matched at the same time can be selected. One of them is set to the selected state. The reply answer in the selected state in the reply interface can also be regarded as the target reply answer, and the reply answer set in the selected state without being selected by the user can be preset as the default reply answer.

Step S103, receiving a reply answer selected by the user in the reply interface as a target reply answer.

In this embodiment of the present application, if all the optional icons corresponding to the reply answers displayed in the reply interface are in the optional state, the user can click to select one of the reply answers, and then the optional icon corresponding to the clicked and selected reply answer is changed from the optional state to the optional state. Switch to the selected state, and the target reply answer becomes the currently selected reply answer. Even if the user clicks and selects one of the reply answers as the target reply answer, as long as the user confirms the reply, the user can also select other reply answers as the target reply answer. The user can click the optional icon corresponding to any reply answer in the selection display interface, and the reply answer corresponding to the optional icon in the currently selected state is the target reply answer.

It should be noted that, among the reply answers displayed in the reply interface, only the optional icon corresponding to the reply answer can be in the selected state, and the reply answer corresponding to the optional icon in the selected state is the target reply answer. The default selected reply answer is the target reply answer.

Step S104, after receiving the instruction for confirming the reply, reply the target reply answer to the user corresponding to the information to be replied.

In the display interface, a virtual button for confirming the reply can also be set. The user clicks the virtual button for confirming the reply, and the currently selected reply answer in the display interface can be sent to the user corresponding to the information to be replied.

Because the embodiment of the present application first matches at least one reply answer according to the information to be replied, and then displays the matched reply answer on the display interface, the user can select one reply answer on the display interface as the target reply answer, when the user needs to reply , you can click the virtual button for confirming the reply in the display interface, and you can reply the target reply answer to the user corresponding to the information to be replied. The displayed reply answer is related to the information to be replied, which not only avoids too many preset reply answers, and the user selects a question that consumes a lot of time; but also avoids matching only one reply answer with the highest matching degree. The inaccuracy of the model setting causes the most matching reply answer to be inappropriate, and the user needs to re-edit the question of the reply answer; and a display interface is set up, and the user selects one of the most suitable reply answers from the preliminary matching reply answers as the target reply answer, and reply the target reply answer to the user corresponding to the information to be replied, which improves the efficiency of the user replying to the information.

2 is a schematic flowchart of another method for replying information provided by an embodiment of the present application. As shown in the figure, the method may include the following steps:

Step S201, extracting keywords from the information to be replied, and matching and obtaining a target information type from preset information types according to the keywords.

In the embodiment of the present application, the reply interface may include an information type field, a feedback question field, and a reply answer field, and the information type field corresponds to displaying a preset information type. Keywords can be extracted from the information to be replied, and the target information type can be matched from preset information types according to the keywords. For example, multiple information types, downloads, credits, etc., can be set. The keyword extracted from the information to be replied contains "installation package", then the target information type can be matched to "download" according to the keyword "installation package", and multiple keywords can be set for each information type. The information type corresponding to the keyword is the information type of the information to be replied.

Taking FIG. 3 as an example, FIG. 3 is a reply interface provided by an embodiment of the present application. In the reply interface, the feedback type field includes 6 information types: download, points, payment, installation, account number, and others. Of course, in practical applications, the information type may also include only one type, that is, the reply interface includes: at least one information type.

Step S202, according to the context of the keyword in the information to be replied, matching and obtaining the target feedback question from the feedback questions associated with the target information type.

In the embodiment of the present application, after the information type is determined according to the keyword, the target feedback question needs to be confirmed according to the context of the keyword in the information to be replied. The confirmed target feedback question is one of the feedback questions associated according to the target information type. comfirmed. In the database, at least one feedback question is set corresponding to each information type. For example, the feedback questions associated with the information type "download" include: download failure, slow download speed, and the like. Of course, in practical applications, only one feedback question may be set for certain information types. Therefore, the reply interface includes: at least one feedback question.

As an example, suppose that the information to be replied is "after downloading, there is no installation package", the keywords extracted according to the information to be replied are "download" and "installation package", and the target information matching "download" and "installation package" The type is "download", and the feedback problems corresponding to the target information type "download" are: download failure, slow download speed, insufficient memory, installation package not found, package parsing error. The keyword "download" is associated with the word "after" in the information to be replied, and the auxiliary word determined according to the context of the keyword "download" in the information to be replied is "after", which is related to the target information type " The feedback questions corresponding to "download" do not match, and continue to match the feedback questions according to the keyword "installation package". The keyword "installation package" is associated with the word "no" in the information to be replied, so the auxiliary word determined according to the context of the keyword "installation package" in the information to be replied is "no". The auxiliary words corresponding to the question "Cannot find the installation package" include negative words "none", "none", "not found", "empty" and so on. So it can be determined that the target feedback problem is: the installation package cannot be found.

Step S203, acquiring the reply answer associated with the target feedback question, and using the reply answer associated with the target feedback question as a matching reply answer.

In the embodiment of the present application, each information type is correspondingly set with at least one keyword, and each information type is also correspondingly set with at least one feedback question, and each feedback question is correspondingly set with at least one auxiliary vocabulary. The question is also correspondingly set with at least one reply answer. According to the determined target feedback question, the reply answer associated with the target feedback question can be obtained from the database, and the reply answer associated with the target feedback question is regarded as the reply matching the information to be replied. Answer.

Taking the feedback question as "download failure" as an example, the response to the feedback question "download failure" in the database includes: "Please try to delete the download record and download it again", "Insufficient memory, please clear the phone memory and then download again. ", "Please exit the software store and clean the data, and then download again". Then the above reply answer corresponding to the target feedback question "download failure" is a matching reply answer.

Steps S201 to S203 further detail how to match at least one reply answer according to the information to be replied. Of course, in practical applications, other methods can also be used to match the reply answer according to the information to be replied.

Step S204, in the reply interface, display the target information type in the information type in a selected form, and display other information types in an optional form, and the other information types are the preset information types Information types other than the target information types described in .

Step S205, in the reply interface, display the target feedback questions in the feedback questions in a selected form, and display other feedback questions in an optional form, and the other feedback questions are associated with the target information type Feedback questions other than the target feedback questions described in Feedback Questions.

Step S206, in the reply interface, display the matched reply answer in an optional form.

In this embodiment of the present application, in order to facilitate the user to select one of the matched reply answers as the target reply answer, the matched reply answer may be displayed on the display interface. At the same time, due to the inaccuracy or unreasonable setting of the matching model, the matching reply answer may not be suitable for the information to be replied. At this time, in order to facilitate the user's operation, the information type, feedback question and matching reply answer can be displayed on the display interface at the same time. displayed in.

Taking Figure 3 as an example, the information type field can display all preset information types: download, credits, payment, installation, account number, and others. At the same time, the target information type "download" is displayed in a selected form, that is, in the information type. The optional icon corresponding to "Download" is displayed in a selected form, other information types (information types other than "Download") are displayed in an optional form, and the feedback questions displayed in the feedback question field are the same as the selected ones The feedback problem corresponding to the target information type, that is, the feedback problem corresponding to the target information type "download": download failure, slow download speed, insufficient memory, unable to find the installation package, parsing package error, and corresponding to the target feedback problem "download failure" The optional icon of the icon will be displayed in a selected form, and other feedback questions (feedback questions other than the target feedback question "download failure" in the feedback questions corresponding to the target information type "download") will be displayed in an optional form. In the answer field, the reply answer corresponding to the target feedback question is displayed as a matching answer in an optional form.

Steps S204 to S206 further detail how to display the matched reply answers through the reply interface. Of course, in practical applications, other ways can also be used to display the matched reply answers through the reply interface.

Step S207: Receive any information type selected by the user from the other information types, take the selected information type as the target information type, and display the feedback question associated with the target information type in the reply interface.

Step S208: Receive any feedback question selected by the user from the feedback questions currently displayed on the response interface, take the selected feedback question as the target feedback question, and use the response answer associated with the target feedback question as the matching response answer displayed in the reply interface.

Step S209: Receive any reply answer selected by the user from the matching reply answers currently displayed on the reply interface, and use the selected reply answer as the target reply answer.

In the embodiment of the present application, even if the confirmed target information type and target feedback question have been displayed in a selected form on the display interface, the user can modify the target information type and target feedback question. If the information type is incorrect, you can re-select an information type from other information types. The optional icon corresponding to the re-selected information type is the selected state, then the re-selected information type is also the target information type. At the same time, the feedback question column The corresponding display is the feedback question associated with the current target information type (the currently selectable icon is the information type in the selected state); similarly, the user can also re-select the target feedback question in the feedback question field in the same way, After selecting the target feedback question, the reply answer field will display the corresponding reply answer associated with the reconfirmed target feedback question.

Steps S207 to S209 further detail how to receive a reply answer selected by the user in the reply interface as the target reply answer. Of course, in practical applications, the user's selection in the reply interface can also be received in other ways. A reply answer, for example, does not change the target information type in the display interface, in this way, it is sufficient to perform steps S208 and S209, or do not change the target information type and target feedback question in the display interface, only change the target reply answer, so It is only necessary to execute step S209. Of course, even if the user re-selects the reply answer as the target reply answer, he can re-select the information type and/or the feedback question again. Correspondingly, the re-selected information type and/or feedback question is used as the target information type and/or Target feedback questions.

Step S210, receiving the editing processing of the user's reply answer to the target.

In the embodiment of the present application, after the user selects the target reply answer, the user can also edit the target reply answer. Specifically, an edit field can be set in the display interface. As shown in FIG. 3 , the box in the lower half of the display interface is displayed. The corresponding field is the edit field. After the user selects the target reply answer, the target reply answer will be correspondingly displayed in the edit field, and the user can edit the target reply answer in the edit field.

The editing processing of the receiving user's reply answer to the target includes:

Receive the text editing processing of the user's reply to the target, and the text editing processing includes: cutting, copying, pasting, and deleting;

and / or,

Receive an object insertion process of the user replying to the target, and the object insertion process includes: picture insertion, file insertion, and link insertion.

In this embodiment of the present application, the text editing processing includes text editing processing in a word document such as cutting, copying, pasting, and deletion, and may also include operations of inserting pictures, inserting files, and inserting links to web pages.

Step S211, after receiving the instruction for confirming the reply, reply the edited target reply answer to the user corresponding to the information to be replied.

The embodiment of the present application further describes how to match the reply answer according to the information to be replied, how to display the matched reply answer through the reply interface, and how to receive the reply selected by the user in the reply interface through the display interface provided in FIG. 3 . A reply answer serves as the target reply answer. Make users more efficient when replying to messages.

It should be understood that the size of the sequence numbers of the steps in the above embodiments does not mean the sequence of execution, and the execution sequence of each process should be determined by its function and internal logic, and should not constitute any limitation to the implementation process of the embodiments of the present application.

FIG. 4 is a schematic block diagram of a terminal device provided by an embodiment of the present application. For convenience of description, only parts related to the embodiment of the present application are shown.

The terminal device 4 may be a software unit, a hardware unit or a unit combining software and hardware built into an existing terminal device such as a mobile phone, a notebook, a computer, etc., or it may be integrated into the existing terminal device such as a mobile phone, In terminal devices such as notebooks and computers, it can also exist as an independent terminal device.

The terminal equipment 4 includes:

The matching module 41 is used to obtain the information to be replied, and match at least one reply answer according to the information to be replied;

The display module 42 is used for displaying the matching reply answer through the reply interface, and prompting the user to select a reply answer as the target reply answer in the reply interface;

The target reply answer confirmation module 43 is used for receiving a reply answer selected by the user in the reply interface as the target reply answer;

The reply module 44 is configured to reply the target reply answer to the user corresponding to the information to be replied after receiving the instruction to confirm the reply.

Optionally, the matching module 41 includes:

A target information type matching unit 411, configured to extract a keyword from the information to be replied, and obtain a target information type by matching from a preset information type according to the keyword;

A target feedback question matching unit 412, configured to match and obtain the target feedback question from the feedback questions associated with the target information type according to the context of the keyword in the information to be replied;

The reply answer matching unit 413 is configured to obtain a reply answer associated with the target feedback question, and use the reply answer associated with the target feedback question as a matching reply answer.

Optionally, the reply interface includes: at least one information type, at least one feedback question, and at least one reply answer.

Optionally, the display module 42 includes:

The information type display unit is used to display, in the reply interface, the target information type in the information type in a selected form, and display other information types in an optional form, and the other information types are the preset information types. Information types other than the target information types described in the set information types;

The feedback question display unit is used to display the target feedback question in the feedback question in a selected form, and display other feedback questions in an optional form in the reply interface, and the other feedback questions are the same as the Feedback questions other than the target feedback questions described in the feedback questions associated with the target information type;

The reply answer display unit is configured to display the matched reply answer in an optional form in the reply interface.

Optionally, the target reply answer confirmation module 43 includes:

The target information type confirmation unit is used to receive any information type selected by the user from the other information types, take the selected information type as the target information type, and put the feedback questions associated with the target information type in the reply interface show;

A target feedback question confirmation unit, configured to receive any feedback question selected by the user from the feedback questions currently displayed on the reply interface, take the selected feedback question as the target feedback question, and set the reply answer associated with the target feedback question Displayed in the reply interface as a matching reply answer;

The target reply answer confirmation unit is configured to receive any reply answer selected by the user from the matching reply answers currently displayed on the reply interface, and use the selected reply answer as the target reply answer.

Optionally, the terminal device 4 further includes:

The editing module 45 is configured to, after receiving a reply answer selected by the user in the reply interface as the target reply answer, receive the editing processing of the target reply answer by the user.

Optionally, the editing module 45 is also used for:

Receive the text editing processing of the user's reply to the target, and the text editing processing includes: cutting, copying, pasting, and deleting;

and / or,

Receive an object insertion process of the user replying to the target, and the object insertion process includes: picture insertion, file insertion, and link insertion.

Those skilled in the art can clearly understand that, for the convenience and simplicity of description, only the division of the above-mentioned functional units and modules is used as an example for illustration. In practical applications, the above-mentioned functions can be allocated to different functional units, Module completion, that is, dividing the internal structure of the terminal device into different functional units or modules to complete all or part of the functions described above. Each functional unit and module in the embodiment may be integrated in one processing unit, or each unit may exist physically alone, or two or more units may be integrated into one unit, and the above-mentioned integrated units may adopt hardware. It can also be realized in the form of software functional units. In addition, the specific names of the functional units and modules are only for the convenience of distinguishing from each other, and are not used to limit the protection scope of the present application. For the specific working process of the units and modules in the above-mentioned apparatus, reference may be made to the corresponding process in the foregoing method embodiments, and details are not described herein again.

FIG. 5 is a schematic block diagram of another terminal device provided by an embodiment of the present application. As shown in FIG. 5 , the terminal device 5 of this embodiment includes: one or more processors 50 , a memory 51 , and a computer program 52 stored in the memory 51 and executable on the processor 50 . When the processor 50 executes the computer program 52 , the steps in the above-mentioned various information reply method embodiments are implemented, for example, steps S101 to S104 shown in FIG. 1 . Alternatively, when the processor 50 executes the computer program 52, the functions of the modules/units in the above-mentioned terminal device embodiments, such as the functions of the modules 41 to 44 shown in FIG. 4, are implemented.

Exemplarily, the computer program 52 can be divided into one or more modules/units, and the one or more modules/units are stored in the memory 51 and executed by the processor 50 to complete the this application. The one or more modules/units may be a series of computer program instruction segments capable of performing specific functions, and the instruction segments are used to describe the execution process of the computer program 52 in the terminal device 5 . For example, the computer program 52 may be divided into a matching module, a display module, a target reply answer confirmation module, and a reply module.

The matching module is used to obtain the information to be replied, and match at least one reply answer according to the information to be replied;

The display module is configured to display the matched reply answer through the reply interface, and prompt the user to select a reply answer as the target reply answer in the reply interface;

The target reply answer confirmation module is used to receive a reply answer selected by the user in the reply interface as the target reply answer;

The reply module is configured to reply the target reply answer to the user corresponding to the information to be replied after receiving the instruction to confirm the reply.

For other modules or units, reference may be made to the description in the embodiment shown in FIG. 4 , which is not repeated here.

The terminal device includes but is not limited to the processor 50 and the memory 51 . Those skilled in the art can understand that FIG. 5 is only an example of the terminal device 5, and does not constitute a limitation on the terminal device 5, and may include more or less components than the one shown, or combine some components, or different Components, such as the terminal device, may also include input devices, output devices, network access devices, buses, and the like.

The processor 50 may be a central processing unit (Central Processing Unit, CPU), or other general-purpose processors, a digital signal processor (Digital Signal Processor, DSP), an application specific integrated circuit (Application Specific Integrated Circuit, ASIC), Off-the-shelf programmable gate array (Field-Programmable Gate Array, FPGA) or other programmable logic devices, discrete gate or transistor logic devices, discrete hardware components, and the like. A general purpose processor may be a microprocessor or the processor may be any conventional processor or the like.

The memory 51 may be an internal storage unit of the terminal device 5 , such as a hard disk or a memory of the terminal device 5 . The memory 51 may also be an external storage device of the terminal device 5, such as a plug-in hard disk equipped on the terminal device 5, a smart memory card (Smart Media Card, SMC), a secure digital (Secure Digital, SD) card, flash card (Flash Card) and so on. Further, the memory 51 may also include both an internal storage unit of the terminal device 5 and an external storage device. The memory 51 is used for storing the computer program and other programs and data required by the terminal device. The memory 51 can also be used to temporarily store data that has been output or will be output.

In the foregoing embodiments, the description of each embodiment has its own emphasis. For parts that are not described or described in detail in a certain embodiment, reference may be made to the relevant descriptions of other embodiments.

Those of ordinary skill in the art can realize that the units and algorithm steps of each example described in conjunction with the embodiments disclosed herein can be implemented in electronic hardware, or a combination of computer software and electronic hardware. Whether these functions are performed in hardware or software depends on the specific application and design constraints of the technical solution. Skilled artisans may implement the described functionality using different methods for each particular application, but such implementations should not be considered beyond the scope of this application.

In the embodiments provided in this application, it should be understood that the disclosed terminal device and method may be implemented in other manners. For example, the terminal device embodiments described above are only illustrative. For example, the division of the modules or units is only a logical function division. In actual implementation, there may be other division methods, such as multiple units or components. May be combined or may be integrated into another system, or some features may be omitted, or not implemented. On the other hand, the shown or discussed mutual coupling or direct coupling or communication connection may be through some interfaces, indirect coupling or communication connection of devices or units, and may be in electrical, mechanical or other forms.

The units described as separate components may or may not be physically separated, and components displayed as units may or may not be physical units, that is, may be located in one place, or may be distributed to multiple network units. Some or all of the units may be selected according to actual needs to achieve the purpose of the solution in this embodiment.

In addition, each functional unit in each embodiment of the present application may be integrated into one processing unit, or each unit may exist physically alone, or two or more units may be integrated into one unit. The above-mentioned integrated units may be implemented in the form of hardware, or may be implemented in the form of software functional units.

The integrated modules/units, if implemented in the form of software functional units and sold or used as independent products, may be stored in a computer-readable storage medium. Based on this understanding, the present application can implement all or part of the processes in the methods of the above embodiments, and can also be completed by instructing the relevant hardware through a computer program. The computer program can be stored in a computer-readable storage medium, and the computer When the program is executed by the processor, the steps of the foregoing method embodiments can be implemented. Wherein, the computer program includes computer program code, and the computer program code may be in the form of source code, object code, executable file or some intermediate form, and the like. The computer-readable medium may include: any entity or device capable of carrying the computer program code, a recording medium, a U disk, a removable hard disk, a magnetic disk, an optical disk, a computer memory, a read-only memory (ROM, Read-Only Memory) , Random Access Memory (RAM, Random Access Memory), electric carrier signal, telecommunication signal and software distribution medium, etc. It should be noted that the content contained in the computer-readable media may be appropriately increased or decreased according to the requirements of legislation and patent practice in the jurisdiction, for example, in some jurisdictions, according to legislation and patent practice, the computer-readable media Excluded are electrical carrier signals and telecommunication signals.

The above-mentioned embodiments are only used to illustrate the technical solutions of the present application, but not to limit them; although the present application has been described in detail with reference to the above-mentioned embodiments, those of ordinary skill in the art should understand that: it can still be used for the above-mentioned implementations. The technical solutions described in the examples are modified, or some technical features thereof are equivalently replaced; and these modifications or replacements do not make the essence of the corresponding technical solutions deviate from the spirit and scope of the technical solutions in the embodiments of the application, and should be included in the within the scope of protection of this application.

Claims (6)

1. a method for replying information of customer service personnel, is characterized in that, comprises: Obtain the information to be replied, and match at least one reply answer according to the information to be replied; wherein, the matching at least one reply answer according to the information to be replied includes: extracting keywords from the information to be replied, According to the keyword, the target information type is obtained by matching from the preset information type; according to the context of the keyword in the information to be replied, the target information type is matched and obtained from the feedback questions associated with the target information type. Feedback questions; obtain a reply answer associated with the target feedback question, and use the reply answer associated with the target feedback question as a matching reply answer; The matching reply answers are displayed on the reply interface, and the user is prompted to select a reply answer as the target reply answer in the reply interface; wherein, the reply interface includes: at least one information type, at least one feedback question, at least one A reply answer; the reply interface includes an information type field, a feedback question field, a reply answer field, and an information type field corresponding to a preset information type; in the reply interface, the information type field includes: Download, credit, payment, installation, account, other; Receive a reply answer selected by the user in the reply interface as a target reply answer; After receiving the instruction to confirm the reply, reply the target reply answer to the user corresponding to the information to be replied; After receiving a reply answer selected by the user in the reply interface as the target reply answer, the method further includes: Receive the text editing processing of the user's reply to the target, and the text editing processing includes: cutting, copying, pasting, and deleting; Receive an object insertion process of the user replying to the target, and the object insertion process includes: picture insertion, file insertion, and link insertion. 2. The method for replying information of customer service personnel according to claim 1, wherein the displaying of the matched reply answers through a reply interface comprises: In the reply interface, the target information type in the information type is displayed in a selected form, and other information types are displayed in an optional form, and the other information types are described in the preset information types Information types other than the target information type; In the reply interface, the target feedback questions in the feedback questions are displayed in a selected form, and other feedback questions are displayed in an optional form, and the other feedback questions are feedback questions associated with the target information type Feedback questions other than the target feedback questions described in; In the reply interface, matching reply answers are displayed in an optional form. 3. The method for replying information of customer service personnel as claimed in claim 2, wherein the receiving a reply answer selected by the user in the reply interface as the target reply answer comprises: Receive any information type selected by the user from the other information types, use the selected information type as the target information type, and display the feedback questions associated with the target information type in the reply interface; Receive any feedback question selected by the user from the feedback questions currently displayed on the reply interface, use the selected feedback question as the target feedback question, and use the reply answer associated with the target feedback question as the matching reply answer in the reply interface displayed in; Any reply answer selected by the user from the matching reply answers currently displayed on the reply interface is received, and the selected reply answer is used as the target reply answer. 4. A terminal device, comprising: a matching module, configured to obtain the information to be replied, and match at least one reply answer according to the information to be replied; The display module is configured to display the matching reply answer through the reply interface, and prompt the user to select a reply answer as the target reply answer in the reply interface; wherein, the reply interface includes: at least one information type, at least one reply answer. One feedback question and at least one reply answer; the reply interface includes an information type field, a feedback question field, a reply answer field, and an information type field corresponding to display a preset information type; in the reply interface, the information Type fields include: Download, Points, Payment, Installation, Account, Others; The target reply answer confirmation module is used to receive a reply answer selected by the user in the reply interface as the target reply answer; A reply module, configured to reply the target reply answer to the user corresponding to the information to be replied after receiving the instruction to confirm the reply; The matching module includes: a target information type matching unit, used for extracting keywords from the information to be replied, and matching and obtaining target information types from preset information types according to the keywords; a target feedback question matching unit, configured to match and obtain the target feedback question from the feedback questions associated with the target information type according to the context of the keyword in the information to be replied; a reply answer matching unit, configured to obtain a reply answer associated with the target feedback question, and use the reply answer associated with the target feedback question as a matching reply answer; The terminal device further includes an editing module; The editing module is configured to receive text editing processing of the user's reply to the target, and the text editing processing includes: cutting, copying, pasting, and deleting; Receive an object insertion process of the user replying to the target, and the object insertion process includes: picture insertion, file insertion, and link insertion. 5. A terminal device, comprising a memory, a processor, and a computer program stored in the memory and running on the processor, wherein the processor implements the computer program as claimed in the claims Steps of any one of 1 to 3 of the method. 6. A computer-readable storage medium, characterized in that, the computer-readable storage medium stores a computer program, and when the computer program is executed by one or more processors, the implementation as claimed in any one of claims 1 to 3 is realized. steps of the method described.

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