CN108550057A - Agent answering request processing method, electronic device and computer readable storage medium - Google Patents
Agent answering request processing method, electronic device and computer readable storage medium Download PDFInfo
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Abstract
The invention discloses a method for processing an agent answering request, which comprises the following steps: receiving an answering request sent by an agent end; obtaining the question type according to the question answering request; screening out corresponding experts according to the question types; sending the question content corresponding to the question answering request to a corresponding expert end for answering; acquiring the reply content fed back by the expert end through a built-in reply channel of the system and forwarding the reply content to the agent end; and judging whether an answering request which is sent by the seat end and is the same as the query content or meets a preset similarity threshold value with the query content is received or not within a preset time period, if so, calling an instant communication interface to establish communication connection between the seat end and the expert end, and providing an instant communication window for the seat end and the expert end so as to facilitate the instant interaction between the seat end and the expert end, and if not, ending the answering process. The invention solves the problem of lower processing efficiency of the financial service platform aiming at the agent answering request in the prior art, and can improve the processing efficiency of the agent answering request.
Description
Technical field
The present invention relates to customer service technical fields, and in particular to one kind is attended a banquet request processing method, electronic device, the calculating of answering questions
Machine readable storage medium storing program for executing.
Background technology
Nowadays, the development of the financial services such as insurance, bank is getting faster, and how preferably to be provided to client
Service is the important goal of financial services.By taking insurance industry as an example, it will usually a certain number of attend a banquet be set and carried for client
For related service.It is so-called to attend a banquet, typically refer to the visitor that the consulting telephone that customer service is made is answered by using headset, software of attending a banquet etc.
Personnel are taken, by answering a question as offering customers service, therefore, the important bridge that can be described as between client and insurance company of attending a banquet
Beam.
In a practical situation, the problem of not answering can be encountered by many times attending a banquet, and just need to answer questions using expert at this time
Function, in the existing operation interface for attending a banquet software, there are the following problems：
On the one hand, attend a banquet would generally be inquired in operation interface with the relevant expert of problem, and send out and answer to the expert
Doubt request.But in existing relevant operation interface, the button and the button of inquiry expert that send out request of answering questions are typically coupled to
Together, and in operating process there is likely to be operations, such operations such as verification prompt to bring operation to less the attending a banquet of experience
On inconvenience and puzzlement, to operating efficiency it is relatively low；
On the other hand, after the completion of expert replies, needs of attending a banquet can just be seen in the answer of expert after certain delay
Hold, and after seeing answer content, if enquirement need to be sent out again for content is replied by attending a banquet, it is also necessary in addition be sent out to the expert
A new request of answering questions is played, repeatedly, operating efficiency is relatively low for such operating process step.
For in financial service platform in the related technology for the relatively low problem for the treatment of effeciency of request of answering questions of attending a banquet, at present
Not yet propose effective solution scheme.
Invention content
It attends a banquet request processing method, electronic device, the computer-readable storage of answering questions the purpose of the present invention is to provide one kind
Medium, so overcome to a certain extent in financial service platform in the prior art for attend a banquet answer questions request treatment effeciency compared with
Low problem can be improved for the treatment effeciency of request of answering questions of attending a banquet.
The present invention is to solve above-mentioned technical problem by following technical proposals：
According to an aspect of the invention, there is provided request processing method of answering questions of attending a banquet, includes the following steps：
S01 receives the request of answering questions that end of attending a banquet is sent；
S02, the query type for request of being answerred questions according to the acquisition request of answering questions；
S03 filters out corresponding expert according to the query type；
The corresponding query content of request of answering questions is sent to corresponding expert end and replied by S04；
S05 obtains the expert end by the answer content for channel feedback of answering questions built in system and is transmitted to described attend a banquet
End, the answer content are word, voice or graphic form；
S06 judges within a preset period of time, if receives the identical with the query content of end transmission of attending a banquet
It answers questions and asks or meet with the query content request of answering questions of preset similarity threshold, if so, S07 is executed, if it is not, then tying
Beam is answerred questions process；
S07 calls instant messaging interface to establish the communication connection between the seat end and the expert end, and to described
Attend a banquet end and the expert end provide instant communication windows, so as to it is described attend a banquet end with the expert end carry out real-time interaction until
Terminate process of answering questions.
Further, the method further includes being provided in the interface for sending request of answering questions for inputting query content
First option of operation；
Include before the request of answering questions that S01 receives that end of attending a banquet is sent：
The query content of input is received by first option of operation；
The answer questions query type of request of acquisition request of answering questions according in S02 includes：
Identify the keyword in the query content；
According to the correspondence of preset keyword and query type, query type corresponding with the keyword is determined.
Further, the method further includes：It is provided in the interface for sending request of answering questions for selecting query type
Second option of operation；
Include before the request of answering questions that S01 receives that end of attending a banquet is sent：
The selection operation to query type is received by second option of operation；
The answer questions query type of request of acquisition request of answering questions according in S02 includes：
The query type information answerred questions described in extraction in asking, with the corresponding query type of determination.
Further, filtering out corresponding expert according to the query type in S03 includes：
According to the correspondence of preset query type and expert, the first expert row corresponding with the query type are determined
Table；
Judge whether the expert in the first specialist list is currently in idle condition, and according to being currently at idle state
Expert determines the second specialist list；
A target expert is determined from the second specialist list.
Further, the method further includes the relevant prompt of request that shows and answer questions in the page that expert replies problem
Information, wherein described include with the relevant prompt message of request of answering questions：The number of requests of answering questions of awaiting reply, answering questions of having replied
The duration that number of requests, the duration used of the current request of answering questions replied, next request of answering questions have waited for.
To achieve the goals above, according to another aspect of the present invention, the present invention also provides a kind of electronic devices, including deposit
Reservoir and processor, memory is for storing the demand processing system of answering questions of attending a banquet that can be executed by processor, request of answering questions of attending a banquet
Processing system includes：
It answers questions request receiving module, the request of answering questions sent for receiving end of attending a banquet；
Query type acquisition module, the query type for request of answering questions for acquisition request of answering questions according to；
Expert's screening module, for filtering out corresponding expert according to the query type；
Answer questions request sending module, for by the corresponding query content of request of answering questions be sent to corresponding expert end into
Row replies；
Content forwarding module is replied, the answer content for obtaining the expert end by channel feedback of answering questions built in system
And it is transmitted to the end of attending a banquet, the answer content is word, voice or graphic form；
Judgment module, for judging within a preset period of time, if it is sending with the query to receive the end of attending a banquet
The identical request of answering questions answerred questions request or meet preset similarity threshold with the query content of content；
Window provides module, is to be called described in the foundation of instant messaging interface when being for the judging result in judgment module
Communication connection between seat end and the expert end, and to it is described attend a banquet end and the expert end provide instant communication windows,
So that the end of attending a banquet carries out real-time interaction until terminating process of answering questions with the expert end.
Further, the electronic device further includes that the first option of operation provides module, for sending request of answering questions
The first option of operation for inputting query content is provided in interface；
The request receiving module of answering questions is additionally operable to receive the query content of input by first option of operation；
The query type acquisition module, including：
Recognition unit, for identification keyword in the query content；
Determination unit determines and the keyword pair for the correspondence according to preset keyword and query type
The query type answered.
Further, the electronic device further includes：Second option of operation provides module, for sending request of answering questions
The second option of operation for selecting query type is provided in interface；
The request receiving module of answering questions, is additionally operable to：The selection to query type is received by second option of operation
Operation；
The query type acquisition module, is specifically used for：The query type information answerred questions described in extraction in asking, with determination
Corresponding query type.
To achieve the goals above, it the present invention also provides a kind of computer equipment, including memory, processor and is stored in
On memory and the computer program that can run on a processor, wherein the processor executes real when the computer program
Existing above-mentioned the step of answering questions request processing method of attending a banquet.
To achieve the goals above, the present invention also provides a kind of computer readable storage medium, computer-readable storage mediums
Demand processing system of answering questions of attending a banquet is stored in matter, attend a banquet answer questions demand processing system can performed by least one processor,
So that at least one processor executes above-mentioned the step of answering questions request processing method of attending a banquet.
The positive effect of the present invention is that：For attend a banquet answer questions request processing procedure in, first to receiving
Request of answering questions is analyzed with the corresponding query type of determination, and the expert that can be answered a question is filtered out further according to query type simultaneously
Query content in request of answering questions is sent to corresponding expert end, it is then that the expert end is anti-by channel of answering questions built in system
The answer content of feedback is transmitted to end of attending a banquet, if this is attended a banquet, end is wanted to continue to carry for same query content after the content that receives a reply
It asks, then instant messaging interface can be called to establish the communication connection between the seat end and the expert end, and attend a banquet to this and hold and be somebody's turn to do
Expert end provides instant communication windows respectively, so that the seat end and the expert end can carry out real-time interaction until terminating to answer questions
Journey.Through the above scheme, on the one hand, without artificial enquiry and the relevant expert of query, but it is intelligent really according to request of answering questions
Determine query type and filters out the expert that can correspond to answer, which not only can be improved the operating efficiency at end of attending a banquet, and
And expert's the selection result is more accurate, it is ensured that provides and more accurately replies content, and then service quality can be improved；Another party
Face can be to seat end and the offer of expert end in the case where end of attending a banquet sends out for same query content and answers questions request again
When communication window, the operating efficiency attended a banquet can be improved with this so that attend a banquet end and expert end carry out real-time interaction, can be more efficient
The expert that obtains reply and feed back client, to improve service quality.
Description of the drawings
Fig. 1 is answering questions a kind of optional flow diagram of request processing method according to the ... of the embodiment of the present invention of attending a banquet；
Fig. 2 is answering questions a kind of optional program module signal of demand processing system according to the ... of the embodiment of the present invention of attending a banquet
Figure；
Fig. 3 is the answering questions optional program module signal of another kind of demand processing system according to the ... of the embodiment of the present invention of attending a banquet
Figure；
Fig. 4 is answering questions another optional program module signal of demand processing system according to the ... of the embodiment of the present invention of attending a banquet
Figure；And
Fig. 5 is a kind of optional hardware structure schematic diagram of electronic device according to the ... of the embodiment of the present invention.
Specific implementation mode
In order to make the purpose , technical scheme and advantage of the present invention be clearer, with reference to the accompanying drawings and embodiments, right
The present invention is further elaborated.It should be appreciated that described herein, specific examples are only used to explain the present invention, not
For limiting the present invention.Based on the embodiments of the present invention, those of ordinary skill in the art are not before making creative work
The every other embodiment obtained is put, shall fall within the protection scope of the present invention.
Embodiment one
The request processing method of answering questions provided by the invention of attending a banquet is illustrated below in conjunction with the accompanying drawings.
Fig. 1 is that the present invention attends a banquet a kind of optional flow diagram of request processing method of answering questions, as shown in Figure 1, the party
Method may comprise steps of：
S01 receives the request of answering questions that end of attending a banquet is sent.
In practical applications, attend a banquet answer client's consulting telephone during, encounter asking of oneself can not accurately answering
When topic, then request of answering questions can be sent by seat end.Wherein, seat end can be the corresponding terminal used of attending a banquet.
The request of answering questions is usually to be sent out to expert end, and so-called expert can be regarded as certain field phase in the more known industry
The personnel for closing knowledge, in insurance behavior example, such as the personnel of more known traffic accident Claims Resolution knowledge, more known health insurance
The personnel etc. of knowledge, expert end can be that expert corresponds to the terminal used.
In the present embodiment, can in the relevant operation interface at end of attending a banquet, be arranged operation for request of initiating to answer questions by
Button (for example, can be " answering questions " button), attend a banquet " can answer questions " button to send request of answering questions by triggering.That is, sitting
After seat triggers " answering questions " button, then the request of answering questions of seat end transmission is can receive.
In specific implementation, the first behaviour for inputting query content can also be provided in the interface for initiating to answer questions request
Make option, such as the input field for inputting voice or word, query content can be inputted by way of voice or word by attending a banquet,
And above-mentioned " answering questions " button is triggered after inputting query content, to initiate request of answering questions.That is, under this kind of realization method
Answer questions in asking includes mainly query content.
Further, it is also possible to the second option of operation for selecting query type is provided in the interface for initiating to answer questions request,
Such as include the check box or drop-down menu of a variety of query type informations, wherein by taking insurance industry as an example, query type such as may be used
Including vehicle insurance, accident insurance, health insurance, travel accident insurance, sickness insurance etc..Attending a banquet can be by operating check box or drop-down menu to query class
Type is selected, and triggers above-mentioned " answering questions " button after the completion of selection, to initiate request of answering questions.That is, this kind is realized
It may also include query type information in request of answering questions under mode.
S02, the query type for request of being answerred questions according to acquisition request of answering questions.
After the request of answering questions for receiving end transmission of attending a banquet, first the request of answering questions can be analyzed, asked with determining to answer questions
Then the query type asked carries out subsequent operation further according to determining query type.Wherein, for how determining request of answering questions
Query type can carry out in several ways in specific implementation.
For example, it is above-mentioned initiate answer questions request interface in the realization method of the first option of operation is provided under, can be to passing through
The query content that first option of operation receives carries out keyword identification, can specifically pass through Text region in the prior art, language
The modes such as sound identification, in query content text information or voice messaging carry out content recognition and determine key wherein included
Word.Wherein, keyword can be with the relevant word of insurance coverage or word, such as can be disease, health, knock into the back, traffic, accident, tourism,
Hospital etc..
Then, doubt corresponding with keyword can be determined according to the correspondence of pre-set keyword and query type
Ask type.In the present embodiment, the correspondence of keyword and query type can be carried out in the form of file or tables of data
It preserves, content can be as shown in table 1.
The correspondence of table 1 keyword and query type
| Keyword | Query type |
| Health, disease, hospital | Health insurance |
| Knock into the back, traffic, accident | Road risk, vehicle insurance |
| Tourism, aircraft, train | Travel accident insurance |
| ... | ... |
For another example, it is above-mentioned provide the realization method of the second option of operation in the page for initiating to answer questions request under, can be to logical
It crosses the query type information that the second option of operation receives and extracts operation, to determine doubting for request of answering questions according to extraction result
Ask type.
S03 filters out corresponding expert according to query type.
In the present embodiment, it can be determined and query type pair first according to the correspondence of preset query type and expert
The first specialist list answered.Wherein, since each query type can correspond to one or more experts, because of first specialist list
In may include one or more experts.
In the present embodiment, the correspondence of query type and expert can be protected in the form of file or tables of data
It deposits, content can be as shown in table 2.
The correspondence of table 2 query type and expert
| Query type | Expert |
| Health insurance | Expert 001 |
| Road risk, vehicle insurance | Expert 002, and expert 003, and expert 004 |
| Travel accident insurance | Expert 005, and expert 006 |
| ... | ... |
Then, it can determine whether each expert in the first specialist list is currently in idle condition, and according to being currently at
The expert of idle state determines the second specialist list, that is to say, that the second specialist list is at idle state and can be timely
Reply the query for initiation of attending a banquet.
Next, from the second specialist list determine a target expert, in the present embodiment, can in several ways from
Target expert is determined in second specialist list.For example, it is special as target to randomly choose an expert in the second specialist list
Family, can also be according to preset put in order (for example being arranged) to send request of answering questions with surname sound sequence, and selection is arranged in
The first expert is as target expert to send request of answering questions.
With this, request of currently answering questions can be directed to and determine that expert that is the most professional and being in idle condition asks to send to answer questions
It asks, is replied with ensuring to obtain accurate and quick expert.
S04, the corresponding query content of request that will answer questions are sent to corresponding expert end and reply.
That is, request of answering questions can be sent to expert end used in the target expert determined in S03, in the mesh
Mark expert by expert termination receive answer questions request after carry out problem answer.
S05 obtains expert end by the answer content for channel feedback of answering questions built in system and is transmitted to end of attending a banquet.
Wherein, expert can reply the request of answering questions received by expert's termination, and pass through system by content is replied
It is fed back in built-in channel of answering questions, wherein fed back by channel of answering questions built in system and carried out as with existing feedback form
It replies, that is, will only reply content and fed back in the form of word, voice or picture etc..
After getting the answer content at expert end, it can will reply content and be transmitted to end of attending a banquet, know in time to attend a banquet
Expert replies content, to be fed back to client.
S06 judges within a preset period of time, if receives the identical with the query content of end transmission of attending a banquet
It answers questions and asks or meet with the query content request of answering questions of preset similarity threshold, if so, S07 is executed, if it is not, then tying
Beam is answerred questions process.
In the present embodiment, which can be configured according to actual demand, for example may be configured as 30 seconds etc..
That is can determine whether in 30 seconds, if receive the query for request of answering questions in answering questions request and answer questions request and the S01 again
Content is identical, or disclosure satisfy that preset similarity threshold (for example reaches with the similarity of the query content for request of answering questions in S01
85% or more similarity), to show that seat end wishes to carry out same query content more deep understanding.
Wherein, about judging whether query content identical, can with semantic similarity calculation method in the prior art etc. into
Row judges that this will not be repeated here.
If judging result is to receive to attend a banquet to hold the identical as the query content for request of answering questions in S01 of transmission or meet preset
The request of answering questions of similarity threshold, then continue to execute subsequent step；If judging result be not received by attend a banquet end send with
Answer questions in S01 request query content it is identical or meet the request of answering questions of preset similarity threshold, then terminate to answer questions for this and ask
The process of answering questions asked.
S07 calls instant messaging interface to establish the communication connection between seat end and expert end, and to end and the expert of attending a banquet
End provides instant communication windows, and real-time interaction is carried out until terminating process of answering questions to attend a banquet end with expert end.
Specifically, the judging result in S06 is the query content with request of answering questions in S01 for receiving end of attending a banquet and sending
It is identical or meet preset similarity threshold answer questions request when, then can be shown that attend a banquet just may currently answer questions request there is also unclear
Chu wants to understand in depth, at this point, instant messaging interface can then be called to establish the communication connection between seat end and expert end, and
To attending a banquet end and expert end provides instant communication windows respectively, so as to end of attending a banquet can be directly inputted by the instant communication windows it is doubtful
It asks that content, expert end can directly input answer content by the instant communication windows, namely realizes seat end with expert end to chat
It mode is linked up, until terminating process of entirely answering questions.
With this, it is different from existing scheme, attends a banquet to re-initiate when wanting to continue to enquirement for same query content and answer
It doubts request and system need to reselect the processing mode that expert is replied, even if but being provided respectively to seat end and expert end
Communication window, so as to seat end and expert end can be carried out in a manner of chatting by the instant communication windows it is relevant with problem
It links up, the operating efficiency at attend a banquet end and expert end can be improved with this, expert is replied into content feed client to more efficient, with
It improves service quality.
Further, it is also possible to the relevant prompt message of request that shows and answer questions in the interface that expert replies problem.Wherein, should
Prompt message may include：The number of requests of answering questions of awaiting reply, the number of requests of answering questions replied, it is current replying answer questions
The duration etc. that the duration used of request, next request of answering questions have waited for.With this, expert can be convenient in time and clearly know oneself
Job schedule, rationally adjusted with time, the content etc. to answer, to improve operating efficiency.
According to each embodiment of the present embodiment, for attend a banquet answer questions request processing procedure in, first to receiving
Request of answering questions analyzed with the corresponding query type of determination, the expert that can be answered a question is filtered out further according to query type
And the query content in request of answering questions is sent to corresponding expert end, the expert end is then passed through into channel of answering questions built in system
The answer content of feedback is transmitted to end of attending a banquet, if this is attended a banquet, end is wanted to continue for same query content after the content that receives a reply
Put question to, then instant messaging interface can be called to establish the communication connection between the seat end and the expert end, and to this attend a banquet end and
The expert end provides instant communication windows respectively, so that the seat end can carry out real-time interaction until terminating to answer questions with the expert end
Process.Through the above scheme, on the one hand, without artificial enquiry and the relevant expert of query, but it is intelligent according to request of answering questions
It determines query type and filters out the expert that can correspond to answer, which not only can be improved the operating efficiency at end of attending a banquet,
And expert's the selection result is more accurate, it is ensured that provides and more accurately replies content, and then service quality can be improved；Another party
Face can be to seat end and the offer of expert end in the case where end of attending a banquet sends out for same query content and answers questions request again
When communication window, the operating efficiency attended a banquet can be improved with this so that attend a banquet end and expert end carry out real-time interaction, can be more efficient
The expert that obtains reply and feed back client, to improve service quality.
Through the above description of the embodiments, those skilled in the art can be understood that above-described embodiment side
Method can add the mode of required general hardware platform to realize by software, naturally it is also possible to by hardware, but in many cases
The former is more preferably embodiment.
Embodiment two
Based on the request processing method of answering questions of attending a banquet provided in above-described embodiment one, in the present embodiment, offer one kind, which is attended a banquet, answers
Demand processing system is doubted, specifically, Fig. 2-4 shows the optional structure diagram of demand processing system of answering questions of attending a banquet, the seat
Seat demand processing system of answering questions is divided into one or more program modules, one or more program module is stored in storage
In medium, and performed by one or more processors, to complete the present invention.The so-called program module of the present invention is to have referred to
At the series of computation machine program instruction section of specific function, it is more suitable for attend a banquet demand processing system of answering questions of description than program itself and exists
Implementation procedure in storage medium, the function of each program module of the present embodiment will specifically be introduced by being described below：
As shown in Fig. 2, the demand processing system 20 of answering questions of attending a banquet may include：
Request receiving module of answering questions 21 can be used for receiving the request of answering questions for attending a banquet and holding and sending；
Query type acquisition module 22, the query type for the request that can be used for being answerred questions according to acquisition request of answering questions；
Expert's screening module 23 can be used for filtering out corresponding expert according to query type；
Request sending module of answering questions 24, the corresponding query content of request that can be used for answer questions be sent to corresponding expert end into
Row replies；
Content forwarding module 25 is replied, can be used for obtaining answer of the expert end by channel feedback of answering questions built in system
Content is simultaneously transmitted to the end of attending a banquet, and the answer content is word, voice or graphic form；
Judgment module 26, can be used for judge within a preset period of time, if receive attend a banquet end send with query content
The identical request of answering questions answerred questions request or meet preset similarity threshold with query content；
Window provides module 27, can be used for, when the judging result of judgment module 26 is to be, instant messaging interface being called to build
Communication connection between stand Xi Duanyu expert end, and to end and the expert end offer instant communication windows of attending a banquet, so as to end of attending a banquet
Real-time interaction is carried out with expert end until terminating process of answering questions.
Further, which may also include：First option of operation provides module, can be used for initiating request of answering questions
Interface in the first option of operation for inputting query content is provided.
Based on this, acquisition request of answering questions module 21, it may also be used for the query content of input is received by the first option of operation.
As shown in figure 3, query type acquisition module 22 may include：
Recognition unit 221 can be used to identify the keyword in query content；
Determination unit 222 can be used for the correspondence according to preset keyword and query type, determine and keyword pair
The query type answered.
Further, which may also include：Second option of operation provides module, can be used for initiating request of answering questions
Interface in the second option of operation for selecting query type is provided.
Based on this, acquisition request of answering questions module 21, it may also be used for：The choosing to query type is received by the second option of operation
Select operation.
Query type acquisition module 22 can be specifically used for：The query type information in answering questions request is extracted, it is corresponding to determine
Query type.
Further, as shown in figure 4, expert's screening module 23 may include：
First specialist list determination unit 231 can be used for the correspondence according to preset query type and expert, determine
The first specialist list corresponding with query type；
Whether the second specialist list determination unit 232 can be used for judging the expert in the first specialist list currently in sky
Not busy state, and the second specialist list is determined according to the expert for being currently at idle state；
Target expert determination unit 233 can be used for determining a target expert from the second specialist list.
In specific implementation, which may also include prompt message and provides module, can be used for replying problem in expert
The page in show and answer questions the relevant prompt message of request.
Wherein, may include with the relevant prompt message of request of answering questions：The number of requests of answering questions of awaiting reply, answering of having replied
Doubt number of requests, the duration used of the current request of answering questions replied, next duration for asking to have waited for of answering questions.
About the device in above-described embodiment, wherein each unit, module executes the concrete mode of operation related
It is described in detail in the embodiment of this method, explanation will be not set forth in detail herein.
Each embodiment through this embodiment, for attend a banquet answer questions request processing procedure in, first to receiving
Request of answering questions analyzed with the corresponding query type of determination, the expert that can be answered a question is filtered out further according to query type
And the query content in request of answering questions is sent to corresponding expert end, the expert end is then passed through into channel of answering questions built in system
The answer content of feedback is transmitted to end of attending a banquet, if this is attended a banquet, end is wanted to continue for same query content after the content that receives a reply
Put question to, then instant messaging interface can be called to establish the communication connection between the seat end and the expert end, and to this attend a banquet end and
The expert end provides instant communication windows respectively, so that the seat end can carry out real-time interaction until terminating to answer questions with the expert end
Process.Through the above scheme, on the one hand, without artificial enquiry and the relevant expert of query, but it is intelligent according to request of answering questions
It determines query type and filters out the expert that can correspond to answer, which not only can be improved the operating efficiency at end of attending a banquet,
And expert's the selection result is more accurate, it is ensured that provides and more accurately replies content, and then service quality can be improved；Another party
Face can be to seat end and the offer of expert end in the case where end of attending a banquet sends out for same query content and answers questions request again
When communication window, the operating efficiency attended a banquet can be improved with this so that attend a banquet end and expert end carry out real-time interaction, can be more efficient
The expert that obtains reply and feed back client, to improve service quality.
Embodiment three
A kind of electronic device is provided in the preferred embodiment of the invention three.Fig. 5 is real according to electronic device one of the present invention
Apply the hardware structure schematic diagram of example.In the present embodiment, electronic device 100 be it is a kind of can be according to the finger for being previously set or storing
It enables, the automatic equipment for carrying out numerical computations and/or information processing.For example, it may be smart mobile phone, tablet computer, notebook are electric
Brain, desktop computer, rack-mount server, blade server, tower server or Cabinet-type server (including independent clothes
The server cluster that business device or multiple servers are formed) etc..As shown, electronic device 100 includes at least but unlimited
In：Connection memory 10, processor 30, network interface 40 and attending a banquet can be in communication with each other by system bus to answer questions at request
Reason system 20.Wherein：
Memory 10 includes at least a type of computer readable storage medium, and readable storage medium storing program for executing includes flash memory, hard
Disk, multimedia card, card-type memory (for example, SD or DX memories etc.), random access storage device (RAM), static random-access
Memory (SRAM), electrically erasable programmable read-only memory (EEPROM), may be programmed read-only storage at read-only memory (ROM)
Device (PROM), magnetic storage, disk, CD etc..In some embodiments, memory 10 can be the interior of electronic device 100
Portion's memory module, for example, the electronic device 100 hard disk or memory.In further embodiments, memory 10 can also be electricity
The plug-in type hard disk being equipped on the External memory equipment of sub-device 100, such as the electronic device 100, intelligent memory card (Smart
Media Card, SMC), secure digital (Secure Digital, SD) card, flash card (Flash Card) etc..Certainly, it stores
Device 10 can also both include electronic device 100 storage inside module and also including its External memory equipment.In the present embodiment, storage
Device 10 is installed on the operating system and types of applications software of electronic device 100 commonly used in storage, such as attends a banquet and answer questions at request
The program code etc. of reason system 20.It has exported or will export in addition, memory 10 can be also used for temporarily storing
Various types of data.
Processor 30 can be in some embodiments central processing unit (Central Processing Unit, CPU),
Controller, microcontroller, microprocessor or other data processing chips.The processor 30 is commonly used in control electronic device 100
Overall operation, such as execute with electronic device 100 carry out data interaction or communicate it is relevant control and handle etc..This implementation
In example, the program code or processing data that processor 30 is used to store in run memory 10, such as attending a banquet for operation are answerred questions
Demand processing system 20 etc..
Network interface 40 may include radio network interface or wired network interface, which is commonly used in electronics
Communication connection is established between device 100 and other electronic devices.For example, network interface 40 is used to pass through network by electronic device
100 are connected with exterior terminal, and data transmission channel and communication connection etc. are established between electronic device 100 and exterior terminal.
Network can be intranet (Intranet), internet (Internet), global system for mobile communications (Global
System of Mobile communication, GSM), wideband code division multiple access (Wideband Code Division
Multiple Access, WCDMA), 4G networks, 5G networks, bluetooth (Bluetooth), the wirelessly or non-wirelessly network such as Wi-Fi.
It should be pointed out that Fig. 5 illustrates only the electronic device with component 10-40, it should be understood that simultaneously should not
Realistic to apply all components shown, the implementation that can be substituted is more or less component.
In the present embodiment, one can also be divided by being stored in the demand processing system 20 of answering questions of attending a banquet in memory 10
A or multiple program modules, one or more program module are stored in memory 10, and are handled by one or more
Device (the present embodiment is processor 30) is performed, to complete the present invention.
Example IV
A kind of computer equipment is also provided in embodiment, which includes memory, processor and be stored in
On reservoir and the computer program that can run on a processor, wherein the processor is realized such as when executing the computer program
The step of the answering questions request processing method of attending a banquet of embodiment one.
Embodiment five
The present embodiment also provides a kind of computer readable storage medium, and computer is stored in computer readable storage medium
Program, computer program can be performed by least one processors, so that at least one processor executes the seat such as embodiment one
Seat answer questions request processing method the step of.
In the present embodiment, computer readable storage medium include flash memory, hard disk, multimedia card, card-type memory (for example,
SD or DX memories etc.), random access storage device (RAM), static random-access memory (SRAM), read-only memory (ROM),
Electrically erasable programmable read-only memory (EEPROM), programmable read only memory (PROM), magnetic storage, disk, CD
Deng.In some embodiments, computer readable storage medium can be the internal storage unit of computer equipment, such as the calculating
The hard disk or memory of machine equipment.In further embodiments, computer readable storage medium can also be the outer of computer equipment
The plug-in type hard disk being equipped in portion's storage device, such as the computer equipment, intelligent memory card (Smart Media Card,
SMC), secure digital (Secure Digital, SD) blocks, flash card (Flash Card) etc..Certainly, computer-readable storage medium
Matter can also both include computer equipment internal storage unit and also including its External memory equipment.In the present embodiment, computer
Readable storage medium storing program for executing is installed on the operating system and types of applications software of computer equipment, such as embodiment two commonly used in storage
The program code etc. of demand processing system of answering questions of attending a banquet.In addition, computer readable storage medium can be also used for temporarily depositing
Store up the Various types of data that has exported or will export.
It these are only the preferred embodiment of the present invention, be not intended to limit the scope of the invention, it is every to utilize this hair
Equivalent structure or equivalent flow shift made by bright specification and accompanying drawing content is applied directly or indirectly in other relevant skills
Art field, is included within the scope of the present invention.
Claims (10)
- The request processing method of answering questions 1. one kind is attended a banquet, which is characterized in that include the following steps：S01 receives the request of answering questions that end of attending a banquet is sent；S02, the query type for request of being answerred questions according to the acquisition request of answering questions；S03 filters out corresponding expert according to the query type；The corresponding query content of request of answering questions is sent to corresponding expert end and replied by S04；S05 obtains the expert end by the answer content for channel feedback of answering questions built in system and is transmitted to the end of attending a banquet, institute It is word, voice or graphic form to state and reply content；S06 judges within a preset period of time, if receives the answering questions identical with the query content of the end transmission of attending a banquet Request or the request of answering questions for meeting preset similarity threshold with the query content, if so, S07 is executed, if it is not, then terminating to answer The process of doubting；S07 calls instant messaging interface to establish the communication connection between the seat end and the expert end, and attends a banquet to described End and the expert end provide instant communication windows, so that the end of attending a banquet carries out real-time interaction until terminating with the expert end It answers questions process.
- 2. request processing method of answering questions according to claim 1 of attending a banquet, which is characterized in that further include answering questions and asking in transmission The first option of operation for inputting query content is provided in the interface asked；Include before the request of answering questions that S01 receives that end of attending a banquet is sent：The query content of input is received by first option of operation；The answer questions query type of request of acquisition request of answering questions according in S02 includes：Identify the keyword in the query content；According to the correspondence of preset keyword and query type, query type corresponding with the keyword is determined.
- 3. request processing method of answering questions according to claim 1 of attending a banquet, which is characterized in that further include：It answers questions and asks in transmission The second option of operation for selecting query type is provided in the interface asked；Include before the request of answering questions that S01 receives that end of attending a banquet is sent：The selection operation to query type is received by second option of operation；The answer questions query type of request of acquisition request of answering questions according in S02 includes：The query type information answerred questions described in extraction in asking, with the corresponding query type of determination.
- 4. request processing method of answering questions according to claim 1 of attending a banquet, which is characterized in that according to the query in S03 Type filters out corresponding expert：According to the correspondence of preset query type and expert, the first specialist list corresponding with the query type is determined；Judge whether the expert in the first specialist list is currently in idle condition, and according to the expert for being currently at idle state Determine the second specialist list；A target expert is determined from the second specialist list.
- 5. request processing method of answering questions according to claim 1 of attending a banquet, which is characterized in that further include replying problem in expert The page in show and answer questions the relevant prompt message of request,It is described to include with the relevant prompt message of request of answering questions：The number of requests of answering questions of awaiting reply, the request of answering questions replied The duration that quantity, the duration used of the current request of answering questions replied, next request of answering questions have waited for.
- 6. a kind of electronic device, including memory and processor, which is characterized in that the memory can be by the place for storing The demand processing system of answering questions of attending a banquet that device executes is managed, the demand processing system of answering questions of attending a banquet includes：It answers questions request receiving module, the request of answering questions sent for receiving end of attending a banquet；Query type acquisition module, the query type for request of answering questions for acquisition request of answering questions according to；Expert's screening module, for filtering out corresponding expert according to the query type；It answers questions request sending module, is answered for the corresponding query content of request of answering questions to be sent to corresponding expert end It is multiple；Content forwarding module is replied, for obtaining the expert end by the answer content for channel feedback of answering questions built in system and turning The end of attending a banquet is issued, the answer content is word, voice or graphic form；Judgment module, for judging within a preset period of time, if it is sending with the query content to receive the end of attending a banquet The identical request of answering questions answerred questions request or meet preset similarity threshold with the query content；Window provides module, is when being, instant messaging interface to be called to establish the seat for the judging result in judgment module Hold the expert end between communication connection, and to it is described attend a banquet end and the expert end provide instant communication windows, so as to The end of attending a banquet carries out real-time interaction until terminating process of answering questions with the expert end.
- 7. electronic device according to claim 6, which is characterized in that further include that the first option of operation provides module, be used for The first option of operation for inputting query content is provided in the page for sending request of answering questions；The request receiving module of answering questions is additionally operable to receive the query content of input by first option of operation；The query type acquisition module, including：Recognition unit, for identification keyword in the query content；Determination unit, for the correspondence according to preset keyword and query type, determination is corresponding with the keyword Query type.
- 8. electronic device according to claim 6, which is characterized in that further include：Second option of operation provides module, is used for The second option of operation for selecting query type is provided in the page for sending request of answering questions；The request receiving module of answering questions, is additionally operable to：The selection operation to query type is received by second option of operation；The query type acquisition module, is specifically used for：The query type information answerred questions described in extraction in asking, it is corresponding to determine Query type.
- 9. a kind of computer equipment, including memory, processor and storage are on a memory and the meter that can run on a processor Calculation machine program, which is characterized in that the processor realizes any one of claim 1 to 5 institute when executing the computer program The step of stating method.
- 10. a kind of computer readable storage medium, which is characterized in that be stored with computer in the computer readable storage medium Program, the computer program can be performed by least one processors, so that at least one processor executes such as right It is required that the step of the answering questions request processing method of attending a banquet described in any one of 1-5.
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| CN201810350770.7A CN108550057B (en) | 2018-04-18 | 2018-04-18 | Agent answering request processing method, electronic device and computer readable storage medium |
| PCT/CN2018/095869 WO2019200763A1 (en) | 2018-04-18 | 2018-07-17 | Method for processing question answering request from agent, and electronic apparatus and computer-readable storage medium |
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| CN201810350770.7A CN108550057B (en) | 2018-04-18 | 2018-04-18 | Agent answering request processing method, electronic device and computer readable storage medium |
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| CN113285970B (en) * | 2021-02-19 | 2023-12-01 | 江苏省广电有线信息网络股份有限公司无锡分公司 | Information answering platform based on digital television and mobile phone terminal |
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Also Published As
| Publication number | Publication date |
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| WO2019200763A1 (en) | 2019-10-24 |
| CN108550057B (en) | 2023-04-18 |
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