CN108833595B - Computer readable storage medium for online customer service - Google Patents
Computer readable storage medium for online customer service Download PDFInfo
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- CN108833595B CN108833595B CN201810877665.9A CN201810877665A CN108833595B CN 108833595 B CN108833595 B CN 108833595B CN 201810877665 A CN201810877665 A CN 201810877665A CN 108833595 B CN108833595 B CN 108833595B
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- H—ELECTRICITY
- H04—ELECTRIC COMMUNICATION TECHNIQUE
- H04L—TRANSMISSION OF DIGITAL INFORMATION, e.g. TELEGRAPHIC COMMUNICATION
- H04L67/00—Network arrangements or protocols for supporting network services or applications
- H04L67/14—Session management
- H04L67/141—Setup of application sessions
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- H—ELECTRICITY
- H04—ELECTRIC COMMUNICATION TECHNIQUE
- H04L—TRANSMISSION OF DIGITAL INFORMATION, e.g. TELEGRAPHIC COMMUNICATION
- H04L67/00—Network arrangements or protocols for supporting network services or applications
- H04L67/50—Network services
- H04L67/60—Scheduling or organising the servicing of application requests, e.g. requests for application data transmissions using the analysis and optimisation of the required network resources
Abstract
The present invention provides a computer-readable storage medium for online customer service, having stored thereon a program that, when executed, implements an online customer service method, the method comprising: when a first question sent by an interactive terminal is received, selecting a first answer corresponding to the first question; determining whether associated data associated with the first question exists; and when the associated data exist, sending the first answer and the associated data to the interactive terminal. The invention can simplify the interaction process between the user and the intelligent online customer service system.
Description
The application is a divisional application with the application date of 2015, 12 and 24 and the application number of 201510988870.9, and is named as an online customer service method, an online customer service server and an online customer service system.
Technical Field
The present invention relates to the field of intelligent interaction, and more particularly, to a computer-readable storage medium for online customer service.
Background
When the traditional manual sales and customer service is faced with more users, the online consultation service with high quality and in time is difficult to provide for the users. An intelligent online customer service system based on a human-computer automatic conversation technology is produced, and the intelligent online user system can solve most of problems provided by users, so that the working pressure of customer service personnel can be relieved.
The existing intelligent online customer service system, such as the china mobile online customer service mall e, usually adopts a method of 'common question and answer library + question and sentence matching technology'. The method takes user questions and system automatic answers as basic forms, and takes 'one question and one answer' as basic conversation units. In the process of interaction between the user and the intelligent online customer service system, the user needs to input the problems to be consulted in sequence, and the operation process is complicated.
Disclosure of Invention
The invention solves the technical problem of simplifying the interaction process of the user and the intelligent online customer service system.
To solve the above technical problem, an embodiment of the present invention provides a computer-readable storage medium for online customer service, having a program stored thereon, where the program, when executed, implements an online customer service method, the method including:
when a first question sent by an interactive terminal is received, selecting a first answer corresponding to the first question;
determining whether associated data associated with the first question exists;
and when the associated data exist, sending the first answer and the associated data to the interactive terminal.
Optionally, the association data is data of which the association degree with the first question is greater than a preset threshold.
Optionally, the relevancy is obtained by obtaining questions posed by users in a question and answer log sample and counting the correlation between the questions through big data analysis.
Optionally, the association data includes: and associating questions and associated answers, wherein the associated questions are one or more questions associated with the first question, and the associated answers are answers corresponding to the associated questions.
Optionally, when the associated data exists, sending the associated data to the interactive terminal includes:
when the number of the associated problems is multiple, acquiring the association degrees of all the associated problems and the first problem;
and sending the associated questions and the corresponding answers to the interactive terminal according to the sequence of the association degrees from high to low.
Optionally, the association data includes: associating questions, the associating questions being one or more questions associated with the first question.
Optionally, after sending the association problem to the interactive terminal, the method further includes:
and when the associated problem is detected to be selected by the user, sending an answer corresponding to the selected associated problem to the interactive terminal.
Optionally, when the associated data exists, sending the associated data to the interactive terminal includes:
when the number of the associated problems is multiple, acquiring the association degrees of all the associated problems and the first problem;
and sending the association problem to the interactive terminal according to the sequence of the association degree from high to low.
Optionally, the method further comprises:
recording the associated problems selected by the user, and counting the times of each associated problem selected by the user;
and adjusting the corresponding association degree of the associated data according to the selected times.
Optionally, the sending the associated data to the interactive terminal when the associated data exists includes:
acquiring display interface size information of the interactive terminal;
determining the number N of the sent associated data according to the size information of the display interface;
and sending the first M pieces of associated data with the highest association degree to the interactive terminal according to the sequence of the association degrees from high to low, and displaying through the display interface, wherein M is less than or equal to N-1.
Compared with the prior art, the technical scheme of the embodiment of the invention has the following beneficial effects:
when a first question sent by an interactive terminal is received, if associated data associated with the first question exists, a first answer and the associated data corresponding to the first question are sent to the interactive terminal. That is, the interactive terminal is not presented to the user as the first answer only, but includes the first answer and the associated data. The user can select to view the data information wanted by the user from the associated data without inputting corresponding problems, thereby simplifying the interaction process of the user and the intelligent online customer service system.
Furthermore, the associated questions selected by the user are counted, the association degree of the associated data and the first question is adjusted according to the number of times the associated questions are selected, the influence of the selection limitation of the question and answer log samples can be reduced, and the associated questions sent to the interactive terminal can be applicable to more users as far as possible.
In addition, the number N of the sent associated data is determined according to the size information of the display interface of the interactive terminal, and the number of the associated data received by the interactive terminal is less than or equal to N-1, namely the interactive terminal does not need to receive all the associated data. When the interactive terminal displays the associated data on the display screen, only the front M pieces of associated data with the highest association degree are displayed, so that the problem that the user needs to spend more time for searching due to too much content of all the associated data is avoided, and the user can conveniently search the associated data which the user wants.
Drawings
FIG. 1 is a flow chart of an online customer service method of the present invention;
FIG. 2 is a diagram of a dialog box of an interactive window in an embodiment of the invention;
FIG. 3 is a diagram of a dialog box for another interactive window in an embodiment of the present invention;
FIG. 4 is a diagram illustrating a dialog box of another interactive window in an embodiment of the present invention;
FIG. 5 is a schematic structural diagram of an online customer service server in an embodiment of the present invention;
fig. 6 is a schematic structural diagram of an online customer service system in an embodiment of the present invention.
Detailed Description
The existing intelligent online customer service system usually adopts a method of 'common question-answer library + question matching technology'. The method takes user questions and system automatic answers as basic forms, takes 'one question and one answer' as basic conversation units, and the conversation process is shown as the following example:
the user inputs the question through the interactive terminal: "how many points i currently have? ";
the intelligent online customer service system answers: "you currently score 2000 cents";
the user inputs the question through the interactive terminal: "what gifts i can currently redeem? ";
the intelligent online customer service system answers: "you can redeem a 10-element rechargeable card at present".
That is, in the prior art, when a user interacts with the intelligent online customer service system, the user inputs a question through the interaction terminal, and the intelligent online customer service system answers the question provided by the user. The user wants to ask another question, and then needs to input the question to be asked again through the interactive terminal. When the user wants to consult a lot of questions, the user needs to perform input operation for many times, and the operation process is complicated.
In the embodiment of the invention, when a first question sent by an interactive terminal is received, if associated data associated with the first question exists, a first answer corresponding to the first question and the associated data are sent to the interactive terminal. That is, the interactive terminal is not presented to the user as the first answer only, but includes the first answer and the associated data. The user can select to view the data information wanted by the user from the associated data without inputting corresponding problems, thereby simplifying the interaction process of the user and the intelligent online customer service system.
In order to make the aforementioned objects, features and advantages of the present invention comprehensible, embodiments accompanied with figures are described in detail below.
An embodiment of the present invention provides an online customer service method, which is described in detail below with reference to fig. 1 through specific steps.
Step S101, when a first question sent by an interactive terminal is received, a first answer corresponding to the first question is selected.
In a specific implementation, the interactive terminal is a device capable of performing information interaction with the online customer service server, and may be a communication device such as a smart phone, a tablet computer, or a personal computer, or may be another intelligent terminal capable of communicating with the online customer service server.
The user can input a first question to be consulted through the interactive terminal, and after the input is finished, the interactive terminal sends the first question input by the user to the online customer service server.
In a specific implementation, the first question sent by the interactive terminal may be in a text format, for example, the user inputs the text "please help me find how many points i have through a touch screen of a smartphone". The first question sent by the interactive terminal may also be in a voice format, for example, the user inputs a voice "please help me to check my telephone charge balance" through a microphone of the smartphone.
After receiving the first question, the online customer service server may select a first answer corresponding to the first question from an answer library.
In the embodiment of the present invention, after the first answer corresponding to the first question is selected, the step S102 is performed first instead of immediately sending the first answer to the interactive terminal.
Step S102, judging whether the associated data related to the first question exists. When there is associated data associated with the first question, step S103 is executed; when there is no associated data associated with the first question, step S104 is executed.
In a specific implementation, the association data associated with the first question may refer to: and data which is associated with the first problem and has a degree of association with the first problem greater than a preset threshold. The relevancy can be obtained by obtaining questions proposed by users in a question and answer log sample and carrying out big data analysis and statistics on the correlation calculation among the questions proposed by the users.
In the embodiment of the present invention, the degree of association with the first question may be calculated as follows: and in the question and answer log sample, extracting questions which are asked again after the user asks the first question, counting the number of people corresponding to each question which is asked again, and calculating the proportion of the number of people corresponding to each question in the question and answer log sample.
For example, a question and answer log of 2000 users is selected as a question and answer log sample, and through big data analysis, 1000 users who ask a question a are known from the question and answer log of 2000 users. The questions asked after the 1000 users ask the question A are counted, and it is known that 500 users ask the question B after asking the question A, 300 users ask the question C after asking the question A, and 200 users ask the question D after asking the question A. Then it can be calculated that the degree of association of the problem B with the problem a is 0.5, the degree of association of the problem C with the problem a is 0.3, and the degree of association of the problem D with the problem a is 0.2.
Taking an online customer service server applied in the field of banks as an example, the problem a may be: "how many points i currently have". After the user knows the current score, some users will continue to ask question B: "what gifts i can redeem at present," some users will continue to ask question C: "when my points redemption deadline expires," some users will continue to ask question D: "my points can not be transferred to another card" and so on.
The associated data may include only associated questions, the associated questions being one or more questions associated with the first question. The associated data may also include associated questions and associated answers, the associated questions being one or more questions associated with the first question, and the associated answers being answers corresponding to the associated questions one to one.
Continuing with the example of calculating the relevance, if the preset threshold is set to 0.1, the relevance of question a to question B, question C, and question D is greater than the preset threshold, and then question B, question C, and question D may be regarded as the relevance data of question a. The question B and the corresponding answer B ', the question C and the corresponding answer C ', the question D and the corresponding answer D ' may also be used as the associated data of the question a.
If the preset threshold is set to 0.25, only if the degree of association between the problem B and the problem C is greater than the preset threshold, the problem B and the problem C may be regarded as the data associated with the problem a, and the problem D may not be regarded as the data associated with the problem a. The question B and the corresponding answer B ', the question C and the corresponding answer C' may also be used as the associated data of the question a.
Step S103, sending the first answer and the associated data to the interactive terminal.
In a specific implementation, when the online customer service server has associated data associated with the first question, the online customer service server may send a first answer corresponding to the first question and the associated data to the interactive terminal together. After receiving the first answer and the associated data, the interactive terminal may display the first answer and the associated data on a display screen for presentation to a user.
When the association data includes an associated question and a corresponding answer, the first answer, the associated question and the associated answer may be transmitted to the interactive terminal. The interactive terminal displays the first answer, the associated question and the associated answer on a display screen.
In the embodiment of the present invention, there may be a case where the number of association problems included in association data is plural. When the association data includes a plurality of association problems, the association degrees of all the association problems and the first problem may be obtained, and the association degrees of all the association problems and the first problem are sorted. When sending, the associated questions and the associated answers can be sent to the interactive terminal according to the sequence of the association degrees from high to low.
After receiving the first answer and the associated data sent by the online customer service server, the interactive terminal can display the first answer and the associated data on a display screen. When the interactive terminal displays the associated data, the associated questions and the corresponding associated answers may be sequentially arranged and displayed below the first answer according to the order of the association degree between the associated questions and the first question from high to low.
In an embodiment of the present invention, on a display screen of the interactive terminal, the first answer is displayed below the first question, and the associated question and the associated answer next to the first answer are the associated question and the associated answer with the highest association degree with the first question.
For example, the first question is a question a, and the corresponding first answer is an answer a'. The associated data includes a question B, a corresponding answer B ', a question C, a corresponding answer C ', a question D, and a corresponding answer D ', the degree of association between the question B and the question a is the highest, the degree of association between the question D and the question a is the lowest, and a schematic diagram of a dialog box of an interactive window on a display screen of the interactive terminal refers to fig. 2.
When the associated data includes only the associated question, the first answer and the associated question may be transmitted to the interactive terminal. And the interactive terminal displays the first answer and the associated question on a display screen.
When the association data includes a plurality of association problems, before sending, the online customer service server may first obtain association degrees of all association problems and the first problem, and rank the association degrees of all association problems and the first problem. When sending, the associated questions and the corresponding answers can be sent to the interactive terminal according to the sequence of the association degrees from high to low.
And the interactive terminal displays the first answer and the associated question on a display screen. The associated questions are arranged and displayed below the first question, and a plurality of associated questions are displayed below the first answer. The associated questions are sequentially arranged from top to bottom according to the relevance degree of the associated questions to the first question, and the associated questions next to the first answer are associated questions with the highest relevance degree to the first question.
For example, the first question is a question a, and the corresponding first answer is an answer a'. The associated data comprises a question B, a question C and a question D, the association degree of the question B and the question A is the highest, the association degree of the question D and the question A is the lowest, and at the moment, a dialog box schematic diagram of an interactive window on a display screen of the interactive terminal refers to fig. 3.
In fig. 2 and 3, U is a user, and S is an online customer service server.
Because the associated data does not include the associated answers corresponding to the associated questions, if the user is interested in one or more of the associated questions, the user also needs to operate the interactive terminal to select the interested associated questions. When a user executes selection operation, the interactive terminal detects the selection operation of the user and sends selection information to the online customer service server, wherein the selection information comprises the identification of the selected associated problem. When the online customer service server detects the selected information, the online customer service server can know which associated questions the user selects, and sends associated answers corresponding to the selected associated questions to the interactive terminal. And the interactive terminal displays the associated answers corresponding to the selected associated questions.
For example, referring to FIG. 3, question B, question C, and question D may each be set in the form of hyperlinks, with question B being selected if the user is interested in question B. And the interactive terminal sends the selected information of the selected problem B to the online customer service server. And the online customer service server sends the answer B 'corresponding to the question B to the interactive terminal and displays the answer B' below the question B. At this time, a dialog diagram of an interactive window on the interactive terminal display screen is shown with reference to fig. 4.
And step S104, sending the first answer to the interactive terminal.
The online customer service method provided in the above embodiment of the present invention is described below by way of example.
The user inputs the question through the interactive terminal: and the interactive terminal sends the question of how many points I have at present to the online customer service server. The online customer service server obtains that the answer corresponding to the question is that "you currently have 2000 points", and meanwhile, the online customer service server detects that data associated with the question "how many points i currently have" exists, including: the question "what i can redeem at present" and the answer "you can redeem 10 dollar charges at present", the question "when my points redeem due" and the answer "expiration date of your points to 31/12/2015". The answer "you currently have 2000 points left", the question "i can redeem the item currently", the answer "you can redeem 10 dollars currently", the question "when my points redeem deadline" and the answer "expiration date of your points to 31/12/2015" can be sent to the interactive terminal together.
Thus, the user does not need to input the question "article i can currently redeem" and the question "when my points redemption deadline expires", and can learn the corresponding answer.
Therefore, after receiving the first question sent by the interactive terminal, if the associated data associated with the first question exists, the first answer and the associated data corresponding to the first question are sent to the interactive terminal. That is, the interactive terminal is not presented to the user as the first answer only, but includes the first answer and the associated data. The user can select to view the data information wanted by the user from the associated data without inputting corresponding problems, thereby simplifying the interaction process of the user and the intelligent online customer service system.
In the embodiment of the invention, the sizes of the display screens of different interactive terminals can be different. For example, when the interactive terminal is a smart phone, the size of the display screen is 5.5 inches. When the interactive terminal is a personal computer, the size of the display screen is 23.6 inches.
When the size information of the display interface of the interactive terminal is different, the number of rows and the number of columns of the information content which can be displayed on the full screen of the interactive terminal are possibly different. When the content of the associated data is large, if all the associated problems are displayed on the display screen of the interactive terminal at one time, when the size of the display interface of the interactive terminal is small, the content of the associated data may be divided into a plurality of pages to be displayed, and a user needs to continuously perform page turning operation when looking up the associated data, which is not convenient for the user to read.
In order to avoid the above situation, in the embodiment of the present invention, before the associated data is sent to the interactive terminal, the size information of the display interface of the interactive terminal may be obtained first, and the number N of the sent associated data is determined according to the size information of the display interface. And when the sizes of the display interfaces of the interactive terminals are different, N can be different or the same. In an embodiment of the present invention, the larger the size of the display interface of the interactive terminal is, the larger N is.
For example, when the display interface size is 5.5 inches, N is 3; when the size of the display interface is 9.7 inches, N is 5; when the display interface size is 17 inches, N is 10.
And if the online customer service server detects that the number of the associated data is greater than or equal to N, the M is equal to N-1, and the first N-1 associated data with the highest association degree are sent to the interactive terminal. And if the online customer service server detects that the number M of the associated data is less than N, sending the M associated data to the interactive terminal according to the sequence of the association degrees from high to low.
In practical applications, since the selected question and answer log sample has certain limitations, the associated data associated with the first question obtained from the question and answer log sample may not be applicable to all users.
For example, in another sample of the question and answer log, a case where the degree of association between the question B and the question a is 0.2, the degree of association between the question C and the question a is 0.5, and the degree of association between the question E and the question a is 0.2 is calculated.
In order to make the associated data suitable for more users as much as possible, in the embodiment of the present invention, the association degree of the associated data may be further adjusted.
In the embodiment of the invention, after determining the associated problem of the first question according to the question-answer log sample, the online customer service server sends the first question and the associated problem to the interactive terminal when detecting the first question sent by the interactive terminal. When the interactive terminal detects that the user selects one or more associated problems, the identification of the associated problems selected by the user can be sent to the online customer service server.
The online customer service server may record which associated questions the user selected and the number of times each associated question was selected. And in a statistical sample, dynamically adjusting the relevance of the associated problems according to the selected times of each associated problem. The more times a certain associated question is selected, the more the degree of association of the associated question with the first question may be increased. Accordingly, the less the number of times a certain associated question is selected, the lower the degree of association between the associated question and the first question can be.
For example, it is determined from the question and answer log samples that the degree of association between the question B and the question a is 0.5, the degree of association between the question C and the question a is 0.3, and the degree of association between the question D and the question a is 0.2. And the online customer service server sends the question B, the question C and the question D to the interactive terminal according to the sequence of the relevance degrees from high to low. And the interactive terminal sequentially displays the problem B, the problem C and the problem D from top to bottom on the display interface.
Then, through statistics, in a statistical sample of 1000 persons, 200 persons select the problem B, 500 persons select the problem C, and 300 persons select the problem D, the association degree of the problem B and the problem a is adjusted to 0.35, the association degree of the problem C and the problem a is adjusted to 0.4, and the association degree of the problem D and the problem a is adjusted to 0.25. And after the adjustment of the relevance is finished, the online customer service server sends the question C, the question B and the question D to the interactive terminal according to the sequence of the relevance from high to low. And the interactive terminal sequentially displays the problem C, the problem B and the problem D from top to bottom on the display interface.
Referring to fig. 5, an embodiment of the present invention provides an online customer service server 50, including: a receiving unit 501, a selecting unit 502, a determining unit 503 and a sending unit 504, wherein:
a receiving unit 501, configured to receive a first question sent by an interactive terminal;
a selecting unit 502, configured to select a first answer corresponding to the first question according to the first question received by the receiving unit;
a judging unit 503, configured to judge whether there is associated data associated with the first question;
a sending unit 504, configured to send the first answer and the associated data to the interactive terminal when the determining unit determines that the associated data exists.
In a specific implementation, the association data may be data with a degree of association with the first question greater than a preset threshold.
In a specific implementation, the relevancy may be obtained by obtaining questions presented by a user in a question and answer log sample, and counting the correlation between the questions through big data analysis.
In a specific implementation, the association data may include: and associating questions and associated answers, wherein the associated questions are one or more questions associated with the first question, and the associated answers are answers corresponding to the associated questions.
In a specific implementation, the sending unit 504 may be configured to obtain association degrees of all the association problems and the first problem when the number of the association problems is multiple; and sending the associated questions and the corresponding answers to the interactive terminal according to the sequence of the association degrees from high to low.
In a specific implementation, the association data may include: associating questions, the associating questions being one or more questions associated with the first question.
In a specific implementation, the sending unit 504 may be configured to, when it is detected that the associated question is selected by the user, send an associated answer corresponding to the selected associated question to the interactive terminal.
In a specific implementation, the sending unit 504 may be configured to obtain association degrees of all the association problems and the first problem when the number of the association problems is multiple; and sending the association problem to the interactive terminal according to the sequence of the association degree from high to low.
In a specific implementation, the online customer service server 50 may further include: a counting unit (not shown in fig. 5) for recording the associated questions selected by the user and counting the number of times each associated question is selected by the user; and an association degree adjusting unit (not shown in fig. 5) configured to adjust an association degree corresponding to the association data according to the number of times of selection.
In a specific implementation, the online customer service server 50 may further include: an interface information obtaining unit (not shown in fig. 5) configured to obtain display interface size information of the interactive terminal; a transmission number determining unit (not shown in fig. 5) for determining the number N of the transmitted associated data according to the display interface size information; the sending unit 504 may be configured to send, according to the order from high to low of the association degree, the first M pieces of association data with the highest association degree to the interactive terminal, where M is equal to or less than N-1.
Referring to fig. 6, an embodiment of the present invention further provides an online customer service system, including: online customer service server 601 and interactive terminal 602, wherein:
the online customer service server 601 is adapted to receive a first question sent by the interactive terminal and select a first answer corresponding to the first question; determining whether associated data associated with the first question exists; when the associated data exist, the first answer and the associated data are sent to the interactive terminal;
the interactive terminal 602 is adapted to send the first question to the online customer service server, and receive the first answer and the associated data.
In a specific implementation, the association data is data with a degree of association with the first question being greater than a preset threshold.
In a specific implementation, the relevancy is obtained by obtaining questions presented by users in a question and answer log sample and counting the correlation among the questions through big data analysis.
In a specific implementation, the association data includes: and associating questions and associated answers, wherein the associated questions are one or more questions associated with the first question, and the associated answers are answers corresponding to the associated questions.
In a specific implementation, the association data includes: associating a question, the associating question being a question associated with the first question.
In a specific implementation, the online customer service server 601 is further adapted to: after the associated question is sent to the interactive terminal, when the associated question is detected to be selected by a user, the associated answer corresponding to the selected associated question is sent to the interactive terminal.
In a specific implementation, the online customer service server 601 is further adapted to: recording the associated problems selected by the user, and counting the times of each associated problem selected by the user; and adjusting the corresponding association degree of the associated data according to the sequence of the selected times from large to small.
Those skilled in the art will appreciate that all or part of the steps in the methods of the above embodiments may be implemented by associated hardware instructed by a program, which may be stored in a computer-readable storage medium, and the storage medium may include: ROM, RAM, magnetic or optical disks, and the like.
Although the present invention is disclosed above, the present invention is not limited thereto. Various changes and modifications may be effected therein by one skilled in the art without departing from the spirit and scope of the invention as defined in the appended claims.
Claims (6)
1. A computer-readable storage medium for online customer service, having a program stored thereon, wherein the program, when executed, implements an online customer service method, the method comprising:
when a first question sent by an interactive terminal is received, selecting a first answer corresponding to the first question;
determining whether associated data associated with the first question exists; the correlation data is data of which the correlation degree with the first problem is greater than a preset threshold value; the relevancy is obtained by obtaining questions proposed by a user in a question and answer log sample and analyzing and counting the correlation among the questions through big data; the associated data includes: associating questions, the associating questions being one or more questions associated with the first question;
when the associated data exist, the first answer and the associated data are sent to the interactive terminal;
recording the associated problems selected by the user, and counting the times of each associated problem selected by the user; and adjusting the corresponding association degree of the associated data according to the selected times.
2. The computer-readable storage medium of claim 1, wherein the association data further comprises: and associating answers, wherein the associating answers are answers corresponding to the associated questions.
3. The computer-readable storage medium of claim 2, wherein transmitting the association data to the interactive terminal when the association data exists comprises:
when the number of the associated problems is multiple, acquiring the association degrees of all the associated problems and the first problem;
and sending the associated questions and the corresponding answers to the interactive terminal according to the sequence of the association degrees from high to low.
4. The computer-readable storage medium of claim 1, after sending the association problem to the interactive terminal, further comprising:
and when the associated problem is detected to be selected by the user, sending an answer corresponding to the selected associated problem to the interactive terminal.
5. The computer-readable storage medium of claim 1, wherein transmitting the association data to the interactive terminal when the association data exists comprises:
when the number of the associated problems is multiple, acquiring the association degrees of all the associated problems and the first problem;
and sending the association problem to the interactive terminal according to the sequence of the association degree from high to low.
6. The computer-readable storage medium of claim 1 or 2, wherein said sending the association data to the interactive terminal when the association data exists comprises:
acquiring display interface size information of the interactive terminal;
determining the number N of the sent associated data according to the size information of the display interface;
and sending the first M pieces of associated data with the highest association degree to the interactive terminal according to the sequence of the association degrees from high to low, and displaying through the display interface, wherein M is less than or equal to N-1.
Priority Applications (1)
| Application Number | Priority Date | Filing Date | Title |
|---|---|---|---|
| CN201810877665.9A CN108833595B (en) | 2015-12-24 | 2015-12-24 | Computer readable storage medium for online customer service |
Applications Claiming Priority (2)
| Application Number | Priority Date | Filing Date | Title |
|---|---|---|---|
| CN201810877665.9A CN108833595B (en) | 2015-12-24 | 2015-12-24 | Computer readable storage medium for online customer service |
| CN201510988870.9A CN105554139B (en) | 2015-12-24 | 2015-12-24 | Online customer service method of servicing, online customer service server and online customer service system |
Related Parent Applications (1)
| Application Number | Title | Priority Date | Filing Date |
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| CN201510988870.9A Division CN105554139B (en) | 2015-12-24 | 2015-12-24 | Online customer service method of servicing, online customer service server and online customer service system |
Publications (2)
| Publication Number | Publication Date |
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| CN107967308B (en) | 2017-11-16 | 2021-04-23 | 百度在线网络技术（北京）有限公司 | Intelligent interaction processing method, device, equipment and computer storage medium |
| CN109063152A (en) * | 2018-08-08 | 2018-12-21 | 鲸数科技（北京）有限公司 | Intelligent answer method, apparatus and intelligent terminal |
| CN109582778B (en) * | 2018-12-12 | 2020-10-27 | 东软集团股份有限公司 | Intelligent question and answer method, device, equipment and medium |
| CN110297897B (en) * | 2019-06-21 | 2020-11-24 | 科大讯飞(苏州)科技有限公司 | Question-answer processing method and related product |
| CN112667790A (en) * | 2020-12-18 | 2021-04-16 | 平安科技（深圳）有限公司 | Intelligent question and answer method, device, equipment and storage medium |
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| CN108833595A (en) | 2018-11-16 |
| CN105554139B (en) | 2018-09-21 |
| CN105554139A (en) | 2016-05-04 |
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