CN108460159B - Information reply method, terminal equipment and computer readable storage medium - Google Patents
Information reply method, terminal equipment and computer readable storage medium Download PDFInfo
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- G06F16/30—Information retrieval; Database structures therefor; File system structures therefor of unstructured textual data
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- G06F3/01—Input arrangements or combined input and output arrangements for interaction between user and computer
- G06F3/048—Interaction techniques based on graphical user interfaces [GUI]
- G06F3/0481—Interaction techniques based on graphical user interfaces [GUI] based on specific properties of the displayed interaction object or a metaphor-based environment, e.g. interaction with desktop elements like windows or icons, or assisted by a cursor's changing behaviour or appearance
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Abstract
The application is applicable to the technical field of information processing, and provides a reply method of information, terminal equipment and a computer readable storage medium, wherein the reply method comprises the following steps: the method comprises the steps of obtaining information to be replied, matching at least one reply answer according to the information to be replied, displaying the matched reply answer through a reply interface, prompting a user to select one reply answer in the reply interface as a target reply answer, receiving one reply answer selected by the user in the reply interface as a target reply answer, replying the target reply answer to the user corresponding to the information to be replied after receiving a reply confirmation instruction, and improving the efficiency of replying the information by the user.
Description
Technical Field
The present application belongs to the field of information processing technologies, and in particular, to a method for replying to information, a terminal device, and a computer-readable storage medium.
Background
With the rapid development of science and technology, more and more users can perform shopping, social contact, webpage browsing and other activities through the internet. In order to obtain a good experience for users, whether a physical product or a virtual product is provided on the internet, an online feedback service is started to be provided.
However, as the number of users continues to increase, a great deal of feedback is also continually being presented. The customer service staff needs to perform the operation of manually editing the information and replying the information once receiving a feedback suggestion, which undoubtedly increases the workload of the background customer service staff, and the information replying mode has low efficiency.
Disclosure of Invention
In view of this, embodiments of the present application provide an information replying method, a terminal device, and a computer-readable storage medium, so as to solve the problem that the current information replying manner of a customer service staff is inefficient.
A first aspect of an embodiment of the present application provides a method for replying to information, including:
acquiring information to be replied, and matching at least one reply answer according to the information to be replied;
displaying the matched reply answers through a reply interface, and prompting a user to select one reply answer from the reply interface as a target reply answer;
receiving a reply answer selected by a user in the reply interface as a target reply answer;
and after receiving an instruction for confirming the reply, replying the target reply answer to the user corresponding to the information to be replied.
A second aspect of an embodiment of the present application provides a terminal device, including:
the matching module is used for acquiring the information to be replied and matching at least one reply answer according to the information to be replied;
the display module is used for displaying the matched reply answers through a reply interface and prompting a user to select one reply answer from the reply interface as a target reply answer;
the target reply answer confirmation module is used for receiving a reply answer selected by the user in the reply interface as a target reply answer;
and the reply module is used for replying the target reply answer to the user corresponding to the information to be replied after receiving the reply confirmation instruction.
A third aspect of an embodiment 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, where the processor implements the steps of the method provided in the first aspect of the embodiment of the present application when executing the computer program.
A fourth aspect of embodiments of the present application provides a computer-readable storage medium storing a computer program which, when executed by one or more processors, performs the steps of the method provided by the first aspect of embodiments of the present application.
A fifth aspect of embodiments of the present application provides a computer program product comprising a computer program that, when executed by one or more processors, performs the steps of the method provided by the first aspect of embodiments of the present application.
According to the method and the device, at least one reply answer can be matched according to the information to be replied, then the matched reply answer is displayed on the display interface, the user can select one reply answer from the display interface as a target reply answer, when the user needs to reply, the user can click the virtual key for confirming reply on the display interface to reply the target reply answer to the user corresponding to the information to be replied, and the at least one reply answer is obtained according to the information to be replied in a pre-matching mode, so that the reply answer displayed in the display interface is related to the information to be replied, and the problems that the number of preset reply answers is too large and a large amount of time is consumed for the user to select are avoided; the problem that when only one answer with the highest matching degree is matched, the best matched answer is not appropriate due to inaccurate matching model setting, and the user needs to re-edit the answer is solved; and a display interface is set, the user selects one reply answer which is considered to be most suitable from the matched reply answers as a target reply answer, and the target reply answer is replied to the user corresponding to the information to be replied, so that the efficiency of replying the information by the user is improved.
Drawings
In order to more clearly illustrate the technical solutions in the embodiments of the present application, the drawings needed to be used in the embodiments or the prior art descriptions will be briefly described below, and it is obvious that the drawings in the following description are only some embodiments of the present application, and it is obvious for those skilled in the art to obtain other drawings based on these drawings without inventive exercise.
Fig. 1 is a schematic flow chart illustrating an implementation of a reply method for information according to an embodiment of the present application;
fig. 2 is a schematic flow chart illustrating an implementation of another method for replying to information according to an embodiment of the present application;
FIG. 3 is a schematic diagram of a display interface provided by an embodiment of the present application;
fig. 4 is a schematic block diagram of a terminal device provided in an embodiment of the present application;
fig. 5 is a schematic block diagram of another terminal device provided in an embodiment of the present application.
Detailed Description
In the following description, for purposes of explanation and not limitation, specific details are set forth, such as particular system structures, techniques, etc. in order to provide a thorough understanding of the embodiments of the present application. It will be apparent, however, to one skilled in the art that the present application may be practiced in other embodiments that depart from 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 will be understood that the terms "comprises" and/or "comprising," when used in this specification and the appended claims, specify the presence of stated features, integers, steps, operations, elements, and/or components, but do not preclude the presence or addition of one or more other features, integers, steps, operations, elements, components, and/or groups thereof.
It is also to be understood that the terminology used in the description of the present application herein is for the purpose of describing particular embodiments only and is not intended to be limiting of the application. As used in the specification of the present application and the appended claims, the singular forms "a," "an," and "the" are intended to include the plural forms as well, unless the context clearly indicates otherwise.
It should be further understood that the term "and/or" as used in this specification and the appended claims refers to and includes 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 interpreted contextually as "when", "upon" or "in response to a determination" or "in response to a detection". Similarly, the phrase "if it is determined" or "if a [ described condition or event ] is detected" may be interpreted contextually to mean "upon determining" or "in response to determining" or "upon detecting [ described condition or event ]" or "in response to detecting [ described condition or event ]".
In order to explain the technical solution described in the present application, the following description will be given by way of specific examples.
Fig. 1 is a schematic implementation flow diagram of a reply method for information provided in an embodiment of the present application, and as shown in the figure, the method may include the following steps:
step S101, obtaining information to be replied, and matching at least one reply answer according to the information to be replied.
In the embodiment of the application, when the user receives the information, one piece of information can be selected from the received information as the information to be replied, and the received latest information can also be used as the information to be replied.
As another embodiment of the present application, the acquiring information to be replied includes:
and when an instruction for opening the dialog box is received, taking the latest message sent by the opposite user in the dialog box as the message to be replied, or taking the message clicked in the dialog box by the user as the message to be replied.
Taking a customer service person as an example, when receiving information of a client, clicking a dialog box with the client, and then the message that is newly sent to the customer service person by the client is the information to be replied.
The database stores a plurality of answer responses in advance, the answer responses in the database can be matched according to the keywords in the information to be replied, and the matched answer responses can be set according to the keywords. For example, the message to be replied includes a keyword "download failure", and a reply answer matching the keyword "download failure" may be set as one: after trying to delete the downloading record, downloading the record again; of course, the reply answer matching the keyword "download failure" may be provided in plural, for example, one more answer may be provided: and (5) after the user quits the software store and cleans the data, downloading again.
And S102, displaying the matched reply answers through a reply interface, and prompting a user to select one reply answer as a target reply answer in the reply interface.
In the embodiment of the application, the reply interface is a visual interface, the matched reply answers can be displayed in the reply interface, if only one reply answer is matched according to the information to be replied, the matched reply answer can be displayed, and if a plurality of reply answers are matched according to the information to be replied, the matched reply answers can be displayed. When the matched reply answers are displayed, a selectable icon can be set corresponding to each reply answer, and the selectable icon corresponding to each reply answer is in a selectable state by default. Of course, if only one answer is matched, the selectable icon of the matched answer may be set to be in the selected state, and if multiple answers are matched at the same time, one of the multiple answers matched at the same time may be set to be in the selected state. The reply answer of the selected state in the reply interface can also be regarded as the target reply answer, and the reply answer which is set to the selected state without the selection of 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 application, if the selectable icons corresponding to the reply answers displayed in the reply interface are all in the selectable state, and the user can click and select one of the reply answers, the selectable icon corresponding to the click-selected reply answer is switched from the selectable state to the selected state, and the target reply answer is changed into the reply answer currently in the selected state. Even if the user clicks and selects one of the reply answers as the target reply answer, the user may select other reply answers as the target reply answer before the user confirms the reply. The user can click and select the optional icon corresponding to any one reply answer in the 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 only one selectable icon corresponding to one reply answer in the reply answers displayed in the reply interface may be in a selected state, the reply answer corresponding to the selectable icon in the selected state is the target reply answer, and if the user does not select, the default selected reply answer is the target reply answer.
And step S104, after receiving the reply confirmation instruction, replying the target reply answer to the user corresponding to the information to be replied.
And a virtual key for confirming the reply can be further arranged in the display interface, and the currently selected reply answer in the display interface can be sent to the user corresponding to the information to be replied when the user clicks the virtual key for confirming the reply.
According to the method and the device, at least one reply answer is matched according to the information to be replied, then the matched reply answer is displayed on the display interface, the user can select one reply answer as a target reply answer from the display interface, when the user needs to reply, the user can click the virtual key for confirming reply in the display interface to reply the target reply answer to the user corresponding to the information to be replied, and at least one reply answer is obtained according to the information to be replied in advance in a matching mode, so that the reply answer displayed in the display interface is related to the information to be replied, and the problems that too many preset replies exist and a large amount of time is consumed for the user to select are avoided; the problem that when only one answer with the highest matching degree is matched, the best matched answer is not appropriate due to inaccurate matching model setting, and the user needs to re-edit the answer is solved; and a display interface is set, the user selects one reply answer which is considered to be most suitable from the preliminarily matched reply answers as a target reply answer, and the target reply answer is replied to the user corresponding to the information to be replied, so that the efficiency of replying the information by the user is improved.
Fig. 2 is a schematic flow chart of another method for replying to information according to an embodiment of the present disclosure, where the method includes the following steps:
step S201, extracting keywords from the information to be replied, and matching the keywords with preset information types to obtain a target information type.
In the embodiment of the application, the reply interface may include an information type field, a feedback question field, and a reply answer field, where the information type field correspondingly displays a preset information type. Keywords can be extracted from the information to be replied, and the target information type is matched from the preset information types according to the keywords. For example, multiple information types may be set, downloaded, integrated, etc. If the keywords extracted from the information to be replied include the installation package, the target information type can be matched as the downloading according to the keyword installation package, a plurality of keywords can be set for each information type, and the information type corresponding to the extracted keywords is the information type of the information to be replied.
Taking fig. 3 as an example, fig. 3 is a reply interface provided in the present application, in which the feedback type field includes 6 information types: download, credit, payment, installation, account number, and others. Of course, in practical applications, the information type may also include only one, 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 the feedback questions related to the target information type to obtain a target feedback question.
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, and the confirmed target feedback question is confirmed in the feedback questions related to the target information type. At least one feedback question is set in the database for each information type, for example, the feedback question associated with the information type "download" includes: failure to download, slow download speed, etc. Of course, in practical applications, only one feedback question may be set for certain information types. Therefore, the reply interface comprises: at least one feedback problem.
As an example, assuming 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", the target information type matched according to "download" and "installation package" is "download", and the feedback problem corresponding to the target information type "download" is: failure in downloading, slow downloading speed, insufficient memory, failure to find the installation package, and errors in analyzing the package. The vocabulary of the keyword 'download' associated from front to back in the information to be replied is 'back', the auxiliary vocabulary determined according to the context of the keyword 'download' in the information to be replied is 'back', the feedback problems corresponding to the target information type 'download' are not matched, and the feedback problems are continuously matched according to the keyword 'installation package'. The word associated from front to back of the keyword 'installation package' in the information to be replied is 'none', so that the auxiliary word determined according to the context of the keyword 'installation package' in the information to be replied is 'none', and the auxiliary word corresponding to the feedback problem 'unselect installation package' contains negative words 'none', 'unselect', 'empty', and the like. So the target feedback question can be determined as: the installation package cannot be found.
Step S203, obtaining a reply answer associated with the target feedback question, and taking the reply answer associated with the target feedback question as a matching reply answer.
In the embodiment of the application, each information type is correspondingly provided with at least one keyword, each information type is also correspondingly provided with at least one feedback question, each feedback question is correspondingly provided with at least one auxiliary vocabulary, each feedback question is also correspondingly provided with at least one reply answer, the reply answer associated with the target feedback question can be obtained from the database according to the determined target feedback question, and the reply answer associated with the target feedback question is used as the reply answer matched with the information to be replied.
Taking the feedback question as "download failure" as an example, the answer to the feedback question "download failure" in the database includes: "please try to delete the download record and download it again", if the memory is insufficient, please clear the memory of the mobile phone and download it again ", and if the software store quits and clears the data, download it again". The above-mentioned reply answer corresponding to the target feedback question "download failed" is a matching reply answer.
Step S201 to step S203 further refine how to match at least one reply answer according to the information to be replied, and certainly, in practical application, other ways may also be adopted to match the reply answer according to the information to be replied.
Step S204, in the reply interface, displaying the target information type in the information types in a selected form, and displaying other information types in a selectable form, wherein the other information types are information types other than the target information type in the preset information types.
Step S205, in the reply interface, displaying a target feedback question in the feedback questions in a selected form, and displaying other feedback questions in a selectable form, where the other feedback questions are feedback questions other than the target feedback question in the feedback questions associated with the target information type.
And step S206, displaying the matched reply answer in a selectable mode in the reply interface.
In the embodiment of the application, in order to facilitate the user to select one of the matched answer responses as the target answer response, the matched answer response may be displayed through a display interface. Meanwhile, the matched reply answer is not suitable for the information to be replied due to inaccurate or unreasonable setting of the matching model, so that the information type, the feedback question and the matched reply answer can be displayed in the display interface at the same time for the convenience of the operation of a user.
Taking fig. 3 as an example, the information type field may display all the predetermined information types: downloading, integrating, paying, installing, accounting and the like, displaying the target information type downloading in a selected form, namely displaying the selectable icon corresponding to the downloading in the information type in the selected form, displaying other information types (the information types except the downloading) in the selected form, wherein the feedback problem displayed in the feedback problem column is the feedback problem corresponding to the selected target information type, namely the feedback problem corresponding to the downloading of the target information type: the method comprises the steps of downloading failure, low downloading speed, insufficient memory, incapability of finding an installation package, and package analysis error, displaying selectable icons corresponding to target feedback problems of 'downloading failure' in a selected form, displaying other feedback problems (feedback problems except the target feedback problems of 'downloading failure' in the feedback problems corresponding to the target information type of 'downloading') in a selectable form, and displaying response answers corresponding to the target feedback problems as matched answers in a response answer column in a selectable form.
Step S204 to step S206, how to display the matched answer to the reply through the reply interface is further detailed, and certainly, in practical application, the matched answer to the reply may also be displayed through the reply interface in other manners.
Step S207, receiving any information type selected by the user from the other information types, taking the selected information type as a target information type, and displaying the feedback question associated with the target information type in the reply interface.
Step S208, receiving any feedback question selected by the user from the feedback questions currently displayed on the reply interface, taking the selected feedback question as a target feedback question, and displaying a reply answer associated with the target feedback question as a matched reply answer on the reply interface.
Step S209, receiving any one reply answer selected by the user from the matched reply answers currently displayed on the reply interface, and taking the selected reply answer as the target reply answer.
In the embodiment of the application, even if the confirmed target information type and the target feedback problem are displayed in a selected form in the display interface, the user may modify the target information type and the target feedback problem, for example, the user considers that the target information type is incorrect, and may reselect one information type from other information types, and the selectable icon corresponding to the reselected information type is in a selected state, so the reselected information type is the target information type, and meanwhile, the feedback problem field correspondingly displays the feedback problem associated with the current target information type (the current selectable icon is the information type in the selected state); similarly, the user may also reselect the target feedback question in the feedback question field in the same manner, and after reselecting the target feedback question, the reply answer field correspondingly displays the reply answer associated with the reconfirmed target feedback question.
Step S207 to step S209 are further detailed, how to receive one reply answer selected by the user in the reply interface as the target reply answer, and certainly, in practical applications, one reply answer selected by the user in the reply interface may also be received in other manners, for example, the target information type in the display interface is not changed, so that step S208 and step S209 may be performed, or the target information type and the target feedback question in the display interface may not be changed, and only the target reply answer is changed, so that only step S209 needs to be performed. Of course, even if the user reselects the reply answer as the target reply answer, the user may reselect the information type and/or the feedback question again, and accordingly, the reselected information type and/or the feedback question serves as the target information type and/or the target feedback question.
Step S210, receiving an editing process of the user to reply an answer to the target.
In the embodiment of the present application, after the user selects the target reply answer, the target reply answer may be edited, and specifically, an editing field may be set in the display interface, as shown in fig. 3, where a field corresponding to a box at the lower half portion of the display interface is the editing field. After the user selects the target reply answer, the target reply answer is correspondingly displayed in the editing column, and the user can edit the target reply answer in the editing column.
The receiving user editing the answer to the target reply processing comprises the following steps:
receiving text editing processing of the answer replied to the target by the user, wherein the text editing processing comprises the following steps: cutting, copying, pasting and deleting;
and/or the presence of a gas in the gas,
receiving an object insertion process of a user for replying an answer to the target, wherein the object insertion process comprises the following steps: picture insertion, file insertion, link insertion.
In the embodiment of the application, the text editing processing includes text editing processing in word documents such as cutting, copying, pasting, deleting and the like, and may also include operations of inserting pictures, inserting files, and inserting links of web pages.
Step S211, after receiving the reply confirmation instruction, replying the edited target reply answer to the user corresponding to the to-be-replied information.
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 one reply answer selected by the user in the reply interface as the target reply answer through the display interface provided in fig. 3. The user can respond to the information with higher work efficiency.
It should be understood that, the sequence numbers of the steps in the foregoing embodiments do not imply an execution sequence, and the execution sequence of each process should be determined by its function and inherent 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 in an embodiment of the present application, and for convenience of description, only a part related to the embodiment of the present application is shown.
The terminal device 4 may be a software unit, a hardware unit or a combination of software and hardware unit built in an existing terminal device such as a mobile phone, a notebook, a computer, etc., or may be integrated into the existing terminal device such as a mobile phone, a notebook, a computer, etc. as an independent pendant, or may exist as an independent terminal device.
The terminal device 4 includes:
the matching module 41 is configured to obtain information to be replied, and match at least one reply answer according to the information to be replied;
the display module 42 is configured to display the matched reply answers through a reply interface, and prompt the user to select one reply answer in the reply interface as a target reply answer;
a target reply answer confirmation module 43, configured to receive a reply answer selected by the user in the reply interface as a target reply answer;
and the reply module 44 is configured to reply the target reply answer to the user corresponding to the to-be-replied information after receiving the reply confirmation instruction.
Optionally, the matching module 41 includes:
the target information type matching unit 411 is configured to extract a keyword from the information to be replied, and match the keyword with a preset information type to obtain a target information type;
a target feedback question matching unit 412, configured to match and obtain a target feedback question from feedback questions associated with the target information type according to a 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, at least one reply answer.
Optionally, the display module 42 includes:
the information type display unit is used for displaying a target information type in the information types in a selected form and displaying other information types in a selectable form in the reply interface, wherein the other information types are information types other than the target information type in the preset information types;
the feedback question display unit is used for displaying a target feedback question in the feedback questions in a selected form and displaying other feedback questions in a selectable form in the reply interface, wherein the other feedback questions are feedback questions except the target feedback question in the feedback questions related to the target information type;
and the reply answer display unit is used for displaying the matched reply answer in a selectable mode in the reply interface.
Optionally, the target reply answer confirming module 43 includes:
the target information type confirming unit is used for receiving any information type selected from the other information types by the user, taking the selected information type as a target information type, and displaying the feedback problem associated with the target information type in a reply interface;
the target feedback question confirming unit is used for receiving any feedback question selected by a user from the currently displayed feedback questions in the reply interface, taking the selected feedback question as a target feedback question, and taking a reply answer associated with the target feedback question as a matched reply answer to be displayed in the reply interface;
and the target reply answer confirmation unit is used for receiving any one reply answer selected by the user from the matched reply answers currently displayed on the reply interface and taking the selected reply answer as the target reply answer.
Optionally, the terminal device 4 further includes:
and the editing module 45 is used for receiving the editing processing of the target reply answer by the user after receiving one reply answer selected by the user in the reply interface as the target reply answer.
Optionally, the editing module 45 is further configured to:
receiving text editing processing of the answer replied to the target by the user, wherein the text editing processing comprises the following steps: cutting, copying, pasting and deleting;
and/or the presence of a gas in the gas,
receiving an object insertion process of a user for replying an answer to the target, wherein the object insertion process comprises the following steps: picture insertion, file insertion, link insertion.
It is obvious to those skilled in the art that, for convenience and simplicity of description, the foregoing division of the functional units and modules is merely used as an example, and in practical applications, the foregoing function distribution may be performed by different functional units and modules as needed, that is, the internal structure of the terminal device is divided into different functional units or modules to perform all or part of the above-described functions. Each functional unit and module in the embodiments may be integrated in one processing unit, or each unit may exist alone physically, or two or more units are integrated in one unit, and the integrated unit may be implemented in a form of hardware, or in a form of software functional unit. In addition, specific names of the functional units and modules are only for convenience of distinguishing from each other, and are not used for limiting the protection scope of the present application. The specific working processes of the units and modules in the above-mentioned apparatus may refer to the corresponding processes in the foregoing method embodiments, and are not described herein again.
Fig. 5 is a schematic block diagram of another terminal device provided in 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 said memory 51 and executable on said processors 50. The processor 50 executes the computer program 52 to implement the steps in the above-mentioned embodiments of the reply method for various information, such as the steps S101 to S104 shown in fig. 1. Alternatively, the processor 50, when executing the computer program 52, implements the functions of the modules/units in the terminal device embodiment, such as the functions of the modules 41 to 44 shown in fig. 4.
Illustratively, the computer program 52 may be partitioned into one or more modules/units, which are stored in the memory 51 and executed by the processor 50 to accomplish the present application. The one or more modules/units may be a series of computer program instruction segments capable of performing specific functions, which 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 for acquiring the information to be replied and matching at least one reply answer according to the information to be replied;
the display module is used for displaying the matched reply answers through a reply interface and prompting a user to select one reply answer as a target reply answer in the reply interface;
the target reply answer confirmation module is used for receiving a reply answer selected by a user in the reply interface as a target reply answer;
and the reply module is used for replying the target reply answer to the user corresponding to the information to be replied after receiving the reply confirmation instruction.
Other modules or units can refer to the description of the embodiment shown in fig. 4, and are not described again here.
The terminal device includes, but is not limited to, a processor 50 and a memory 51. Those skilled in the art will appreciate that fig. 5 is only one example of a terminal device 5 and does not constitute a limitation of the terminal device 5 and may include more or less components than those shown, or combine certain components, or different components, for example, the terminal device may also include input devices, output devices, network access devices, buses, etc.
The Processor 50 may be a Central Processing Unit (CPU), other general purpose Processor, a Digital Signal Processor (DSP), an Application Specific Integrated Circuit (ASIC), an off-the-shelf Programmable Gate Array (FPGA) or other Programmable logic device, discrete Gate or transistor logic device, discrete hardware component, etc. 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, a Smart Media Card (SMC), a Secure Digital (SD) Card, a Flash memory Card (Flash Card), and the like, which are provided on the terminal device 5. Further, the memory 51 may also include both an internal storage unit and an external storage device of the terminal device 5. The memory 51 is used for storing the computer program and other programs and data required by the terminal device. The memory 51 may also be used to temporarily store data that has been output or is to be output.
In the above embodiments, the descriptions of the respective embodiments have respective emphasis, and reference may be made to the related descriptions of other embodiments for parts that are not described or illustrated in a certain embodiment.
Those of ordinary skill in the art will appreciate that the various illustrative elements and algorithm steps described in connection with the embodiments disclosed herein may be implemented as electronic hardware or combinations of computer software and electronic hardware. Whether such functionality is implemented as hardware or software depends upon the particular application and design constraints imposed on the implementation. Skilled artisans may implement the described functionality in varying ways for each particular application, but such implementation decisions should not be interpreted as causing a departure from the scope of the present application.
In the embodiments provided in the present application, it should be understood that the disclosed terminal device and method may be implemented in other ways. For example, the above-described terminal device embodiments are merely illustrative, and for example, the division of the modules or units is only one logical function division, and there may be other divisions when actually implemented, for example, a plurality of units or components may be combined or may be integrated into another system, or some features may be omitted or not executed. In addition, the shown or discussed mutual coupling or direct coupling or communication connection may be an indirect coupling or communication connection through some interfaces, devices or units, and may be in an electrical, mechanical or other form.
The units described as separate parts may or may not be physically separate, and parts displayed as units may or may not be physical units, may be located in one place, or may be distributed on a plurality of network units. Some or all of the units can be selected according to actual needs to achieve the purpose of the solution of the embodiment.
In addition, functional units in the embodiments of the present application may be integrated into one processing unit, or each unit may exist alone physically, or two or more units are integrated into one unit. The integrated unit can be realized in a form of hardware, and can also be realized in a form of a software functional unit.
The integrated modules/units, if implemented in the form of software functional units and sold or used as separate products, may be stored in a computer readable storage medium. Based on such understanding, all or part of the flow in the method of the embodiments described above can be realized by a computer program, which can be stored in a computer-readable storage medium and can realize the steps of the embodiments of the methods described above when the computer program is executed by a processor. Wherein the computer program comprises computer program code, which may be in the form of source code, object code, an executable file or some intermediate form, etc. The computer-readable medium may include: any entity or device capable of carrying the computer program code, recording medium, usb disk, removable hard disk, magnetic disk, optical disk, computer Memory, Read-Only Memory (ROM), Random Access Memory (RAM), electrical carrier wave signals, telecommunications signals, software distribution medium, and the like. It should be noted that the computer readable medium may contain other components which may be suitably increased or decreased as required by legislation and patent practice in jurisdictions, for example, in some jurisdictions, computer readable media which may not include electrical carrier signals and telecommunications signals in accordance with legislation and patent practice.
The above-mentioned embodiments are only used for illustrating the technical solutions of the present application, and not for limiting the same; although the present application has been described in detail with reference to the foregoing embodiments, it should be understood by those of ordinary skill in the art that: the technical solutions described in the foregoing embodiments may still be modified, or some technical features may be equivalently replaced; such modifications and substitutions do not substantially depart from the spirit and scope of the embodiments of the present application and are intended to be included within the scope of the present application.
Claims (6)
1. A method for replying information of customer service personnel is characterized by comprising the following steps:
acquiring information to be replied, and matching at least one reply answer according to the information to be replied; wherein the matching of at least one reply answer according to the information to be replied comprises: extracting keywords from the information to be replied, and matching and obtaining a target information type from preset information types according to the keywords; matching and obtaining a target feedback question from feedback questions associated with the target information type according to the context of the keyword in the information to be replied; acquiring a reply answer associated with the target feedback question, and taking the reply answer associated with the target feedback question as a matched reply answer;
displaying the matched reply answers through a reply interface, and prompting a user to select one reply answer from the reply interface as a target reply answer; wherein the reply interface comprises: at least one information type, at least one feedback question, at least one reply answer; the reply interface comprises an information type column, a feedback question column, a reply answer column and an information type column which correspondingly displays a preset information type; in the reply interface, the information type field includes: download, credit, payment, installation, account number, others;
receiving a reply answer selected by a user in the reply interface as a target reply answer;
after receiving an instruction for confirming the reply, replying the target reply answer to the user corresponding to the information to be replied;
after receiving one reply answer selected by the user in the reply interface as the target reply answer, the method further comprises the following steps:
receiving text editing processing of the answer replied to the target by the user, wherein the text editing processing comprises the following steps: cutting, copying, pasting and deleting;
receiving an object insertion process of a user for replying an answer to the target, wherein the object insertion process comprises the following steps: picture insertion, file insertion, link insertion.
2. The method for replying to a message by a customer service provider as claimed in claim 1, wherein said displaying the matched reply answer through a reply interface comprises:
in the reply interface, displaying a target information type in the information types in a selected form, and displaying other information types in a selectable form, wherein the other information types are information types other than the target information type in the preset information types;
in the reply interface, displaying a target feedback question in the feedback questions in a selected form, and displaying other feedback questions in a selectable form, wherein the other feedback questions are feedback questions except the target feedback question in the feedback questions related to the target information type;
and displaying the matched reply answers in a selectable mode in the reply interface.
3. The method of claim 2, wherein the receiving a reply answer from the customer service person as a target reply answer comprises:
receiving any one information type selected by a user from the other information types, taking the selected information type as a target information type, and displaying a feedback problem associated with the target information type in a reply interface;
receiving any feedback question selected by a user from the feedback questions currently displayed on the reply interface, taking the selected feedback question as a target feedback question, and taking a reply answer associated with the target feedback question as a matched reply answer to be displayed on the reply interface;
and receiving any reply answer selected by the user from the matched reply answers currently displayed on the reply interface, and taking the selected reply answer as a target reply answer.
4. A terminal device, comprising:
the matching module is used for acquiring the information to be replied and matching at least one reply answer according to the information to be replied;
the display module is used for displaying the matched reply answers through a reply interface and prompting a user to select one reply answer from the reply interface as a target reply answer; wherein the reply interface comprises: at least one information type, at least one feedback question, at least one reply answer; the reply interface comprises an information type column, a feedback question column, a reply answer column and an information type column which correspondingly displays a preset information type; in the reply interface, the information type field includes: download, credit, payment, installation, account number, others;
the target reply answer confirmation module is used for receiving a reply answer selected by the user in the reply interface as a target reply answer;
the reply module is used for replying the target reply answer to the user corresponding to the information to be replied after receiving the reply confirmation instruction;
the matching module includes:
the target information type matching unit is used for extracting keywords from the information to be replied and matching the keywords with preset information types to obtain target information types;
the target feedback question matching unit is used for matching and obtaining a target feedback question from the feedback questions related to the target information type according to the context of the keyword in the information to be replied;
the reply answer matching unit is used for acquiring a reply answer associated with the target feedback question and taking the reply answer associated with the target feedback question as a matched reply answer;
the terminal equipment also comprises an editing module;
the editing module is used for receiving text editing processing of the target reply answer by the user, and the text editing processing comprises the following steps: cutting, copying, pasting and deleting;
receiving an object insertion process of a user for replying an answer to the target, wherein the object insertion process comprises the following steps: picture insertion, file insertion, link insertion.
5. A terminal device comprising a memory, a processor and a computer program stored in the memory and executable on the processor, characterized in that the processor implements the steps of the method according to any of claims 1 to 3 when executing the computer program.
6. A computer-readable storage medium, characterized in that the computer-readable storage medium stores a computer program which, when executed by one or more processors, implements the steps of the method according to any one of claims 1 to 3.
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