CN109829744A - Consultation method, device, electronic equipment and medium based on natural language processing - Google Patents
Consultation method, device, electronic equipment and medium based on natural language processing Download PDFInfo
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- CN109829744A CN109829744A CN201811537699.XA CN201811537699A CN109829744A CN 109829744 A CN109829744 A CN 109829744A CN 201811537699 A CN201811537699 A CN 201811537699A CN 109829744 A CN109829744 A CN 109829744A
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- user
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- counsel user
- natural language
- language processing
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Abstract
The present invention provides a kind of consultation method based on natural language processing, device, electronic equipment and medium.The consultation method based on natural language processing includes: to obtain the contact method to counsel user after receiving consulting instruction；It according to the contact method to counsel user, is made a phone call to described to counsel user, message includes specified speech；Receive the feedback voice to counsel user；Natural language processing is carried out to the feedback voice；When the feedback voice indicates described when counsel user has purchase intention, acquisition has the user information to counsel user of purchase intention；According to the user information, corresponding service data is executed.The present invention targetedly can provide more accurate, effective service to counsel user to be described, to improve into single-action rate, user experience is more preferably.
Description
Technical field
The present invention relates to voice processing technology field more particularly to a kind of consultation methods based on natural language processing, dress
It sets, electronic equipment and medium.
Background technique
In prior art, in order to more targetedly provide service for user, it will usually ask user in specified net
Related data, such as contact method, purchase intention are filled on the page page or APP (Application, application program), for
The user of contact method is left, sales force will telephone counseling one by one.But, it is generally the case that in the use for leaving contact method
In family, most of user is not no purchase intention.Therefore, the mode of sales force's telephone counseling one by one, not only wastes time,
Single-action rate is reduced into, certain puzzlement is also caused to user, user experience is bad.
Summary of the invention
In view of the foregoing, it is necessary to provide a kind of consultation method based on natural language processing, device, electronic equipment and
Medium targetedly can provide more accurate, effective service to counsel user to be described, to improve into single-action rate, use
It experiences more preferably at family.
One kind being based on the consultation method of natural language processing (Natural Language Processing, NPL), described
Method includes:
After receiving consulting instruction, the contact method to counsel user is obtained；
It according to the contact method to counsel user, is made a phone call to described to counsel user, message includes referring to
Attribute sound；
Receive the feedback voice to counsel user；
Natural language processing is carried out to the feedback voice；
When the feedback voice indicates described when counsel user has purchase intention, acquisition has the described wait consult of purchase intention
Ask the user information of user；
According to the user information, corresponding service data is executed.
Preferred embodiment according to the present invention, contact method include any of the following side of the acquisition to counsel user
Formula:
The contact method to counsel user is obtained from the named web page page；Or
The contact method to counsel user is obtained from specified application；Or
Obtain the logon information to counsel user, is obtained from specified database according to the logon information described in
The contact method of counsel user.
Preferred embodiment according to the present invention, whether by the specified speech, can inquire described has purchase to counsel user
Wish.
Preferred embodiment according to the present invention, described according to the user information, executing corresponding service data includes:
From the user information, determine described to service field belonging to counsel user；
Staff corresponding with the service field is distributed to seek advice to described to counsel user.
Preferred embodiment according to the present invention is distributing staff corresponding with the service field to the use to be seeked advice from
After family is seeked advice from, the method also includes:
All project datas to be purchased corresponding with the service field are obtained from the specified database；
All project datas to be purchased are sent to the staff.
Preferred embodiment according to the present invention, the method also includes:
When the feedback voice indicates connection when counsel user does not have purchase intention, described in preservation to counsel user
It is mode.
Preferred embodiment according to the present invention, the method also includes:
It is described when the signal of counsel user rejection when detecting, it sends service information to described to counsel user；And/or
When not receiving the feedback voice of the user, send service information to described to counsel user.
A kind of counseling apparatus based on natural language processing, described device include:
Acquiring unit, for obtaining the contact method to counsel user after receiving consulting instruction；
Telephone unit, for being made a phone call to counsel user to described according to the contact method to counsel user, electricity
Talking about content includes specified speech；
Receiving unit, for receiving the feedback voice to counsel user；
Processing unit, for carrying out natural language processing to the feedback voice；
The acquiring unit is also used to indicate described when counsel user has purchase intention when the feedback voice, obtain
There is the user information to counsel user of purchase intention；
Execution unit, for executing corresponding service data according to the user information.
Preferred embodiment according to the present invention, it includes following any that the acquiring unit, which is obtained to the contact method of counsel user,
A kind of mode:
The contact method to counsel user is obtained from the named web page page；Or
The contact method to counsel user is obtained from specified application；Or
Obtain the logon information to counsel user, is obtained from specified database according to the logon information described in
The contact method of counsel user.
Preferred embodiment according to the present invention, whether by the specified speech, can inquire described has purchase to counsel user
Wish.
Preferred embodiment according to the present invention, the execution unit are specifically used for:
From the user information, determine described to service field belonging to counsel user；
Staff corresponding with the service field is distributed to seek advice to described to counsel user.
Preferred embodiment according to the present invention, the acquiring unit are also used to distributing work corresponding with the service field
Make personnel to described after counsel user is seeked advice from, is obtained from the specified database corresponding with the service field all
Project data to be purchased；
Described device further include:
Transmission unit, for all project datas to be purchased to be sent to the staff.
Preferred embodiment according to the present invention, described device further include:
Storage unit, for indicating described when counsel user does not have purchase intention when the feedback voice, described in preservation
Contact method to counsel user.
Preferred embodiment according to the present invention, the transmission unit are also used to described to counsel user rejection when detecting
When signal, send service information to described to counsel user；And/or
The transmission unit is also used to send service information when not receiving the feedback voice of the user to described
To counsel user.
A kind of electronic equipment, the electronic equipment include:
Memory stores at least one instruction；And
Processor executes the instruction stored in the memory to realize the issuer based on natural language processing
Method.
A kind of computer readable storage medium is stored at least one instruction, institute in the computer readable storage medium
At least one instruction is stated to be executed by the processor in electronic equipment to realize the consultation method based on natural language processing.
As can be seen from the above technical solutions, the present invention can obtain after receiving consulting instruction to counsel user
Contact method, and according to the contact method to counsel user, it is made a phone call to described to counsel user, message includes
Specified speech further receives the feedback voice to counsel user to more carry out comprehensively and promptly telephone counseling,
And natural language processing is carried out to the feedback voice, to identify the semanteme to counsel user, when the backchannel
Sound indicates described when counsel user has purchase intention, obtains the user information to counsel user for having purchase intention, and
According to the user information, corresponding service data is executed, is provided to be described to counsel user so as to targetedly more smart
Quasi-, effective service, to improve into single-action rate, user experience is more preferably.
Detailed description of the invention
Fig. 1 is the flow chart of the preferred embodiment of the consultation method the present invention is based on natural language processing.
Fig. 2 is the functional block diagram of the preferred embodiment of the counseling apparatus the present invention is based on natural language processing.
Fig. 3 is the structure of the electronic equipment for the preferred embodiment that the present invention realizes the consultation method based on natural language processing
Schematic diagram.
Main element symbol description
| Electronic equipment | 1 |
| Memory | 12 |
| Processor | 13 |
| Counseling apparatus based on natural language processing | 11 |
| Acquiring unit | 110 |
| Telephone unit | 111 |
| Receiving unit | 112 |
| Processing unit | 113 |
| Execution unit | 114 |
| Transmission unit | 115 |
| Storage unit | 116 |
Specific embodiment
To make the objectives, technical solutions, and advantages of the present invention clearer, right in the following with reference to the drawings and specific embodiments
The present invention is described in detail.
As shown in Figure 1, being the flow chart of the preferred embodiment of the consultation method the present invention is based on natural language processing.According to
Different demands, the sequence of step can change in the flow chart, and certain steps can be omitted.
The consultation method based on natural language processing is applied in one or more electronic equipment, and the electronics is set
Standby is that one kind can be according to the instruction for being previously set or storing, and the automatic equipment for carrying out numerical value calculating and/or information processing is hard
Part include but is not limited to microprocessor, specific integrated circuit (Application Specific Integrated Circuit,
ASIC), programmable gate array (Field-Programmable Gate Array, FPGA), digital processing unit (Digital
Signal Processor, DSP), embedded device etc..
The electronic equipment can be any electronic product that human-computer interaction can be carried out with user, for example, personal meter
Calculation machine, tablet computer, smart phone, personal digital assistant (Personal Digital Assistant, PDA), game machine, friendship
Mutual formula Web TV (Internet Protocol Television, IPTV), intellectual wearable device etc..
The electronic equipment can also include the network equipment and/or user equipment.Wherein, the network equipment includes, but
It is not limited to single network server, the server group of multiple network servers composition or based on cloud computing (Cloud
Computing the cloud being made of a large amount of hosts or network server).
Network locating for the electronic equipment include but is not limited to internet, wide area network, Metropolitan Area Network (MAN), local area network, it is virtual specially
With network (Virtual Private Network, VPN) etc..
S10, after receiving consulting instruction, the electronic equipment obtains the contact method to counsel user.
In prior art, in order to more targetedly provide service, most loan, insurance products for user
Or the service such as finishing, it requires user and fills in related data on line, contact method, purchase intention including user etc., then
The related data filled in by sales force according to user carries out telephone counseling one by one.But, it is generally the case that leaving connection
In the user of mode, most of user is not no purchase intention.Therefore, the mode of sales force's telephone counseling one by one, not only
It wastes time, reduces into single-action rate, certain puzzlement is also caused to user, user experience is bad.
In at least one embodiment of the present invention, the consulting instruction includes, but are not limited to following one or more
Combination:
(1) electronic equipment receives the letter for filling in contact method in the named web page page to counsel user
Number.
Specifically, the named web page page may include marketing webpage, maintenance of information page of user of product etc., sheet
Invention does not limit.
By above embodiment, the electronic equipment can detect it is described to counsel user in the named web page page
In fill in contact method after, quickly carry out consulting response, not only increase consulting efficiency, can also be when user be most interested in
Time is seeked advice from, and user experience is more preferably.
(2) electronic equipment receives the letter for filling in contact method in specified application to counsel user
Number.
Specifically, the specified application includes all application programs of company, such as: selling software, popularization class disappear
Software etc. is ceased, the present invention does not limit.
By above embodiment, the electronic equipment can detect it is described to counsel user in the specified application
After filling in contact method in program, consulting response is quickly carried out, to improve consulting efficiency.
(3) electronic equipment receives the signal that configuration key is triggered to counsel user, the configuration key touching
It sends out described and seeks advice from instruction.
Specifically, corresponding to different location locating for the configuration key, the configuration key can be physical button,
It can be virtual key, the present invention does not limit.
Such as: the configuration key can be a virtual icon on the named web page, and the virtual graph is put on aobvious
Show text information " consulting ", when described when counsel user is clicked or touches the virtual icon, the electronic equipment is determined
Receive the consulting instruction.
Alternatively, the configuration key is also possible to dynamic cartoon character etc., to enhance visual effect.
In at least one embodiment of the present invention, the electronic equipment is obtained includes to the contact method of counsel user,
But it is not limited to any one following mode:
(1) electronic equipment obtains the contact method to counsel user from the named web page page.
(2) electronic equipment obtains the contact method to counsel user from specified application.
(3) electronic equipment obtains the logon information to counsel user, according to the logon information from specified number
According to the contact method to counsel user of acquisition in library.
It is understood that corresponding to the different triggering modes of the consulting instruction, the correspondent party to counsel user
The acquisition methods of formula are also different.Above-mentioned (1), (2) correspond respectively to it is described to counsel user in the named web page page or
The case where filling in contact method in the specified application, and contact method is not filled in counsel user for described,
Only trigger the user of the configuration key, the electronic equipment can take the above method (3), i.e., according to log-on message from
The contact method to counsel user is transferred in the specified database.
Wherein, all existing customers and the contact method of potential customers are store in the specified database, for described
Electronic equipment calls at any time.
S11, the electronic equipment dial electricity to counsel user to described according to the contact method to counsel user
Words, message includes specified speech.
In at least one embodiment of the present invention, different from manually making a phone call the side seeked advice from the prior art
Formula, the electronic equipment are made a phone call from described in trend to counsel user, and attached according to the contact method to counsel user
The upper specified speech.
Specifically, whether by the specified speech, can inquire described has purchase intention to counsel user.
Further, the specified speech can be configured by the electronic equipment, can also be carried out by developer
It custom-configures, the present invention does not limit.
Such as: the specified speech is configurable to that " you are good, I is the small R of robot of company A, may I ask you and buys me
Take charge of the intention of X product? ".
By above embodiment, the electronic equipment is consulted from making a phone call described in trend to counsel user first
It askes, is timely responded to make.
S12, the electronic equipment receive the feedback voice to counsel user.
In at least one embodiment of the present invention, it is described after counsel user after receiving phone, will be according to the electricity
Words content is fed back, and returns to feedback voice to the electronic equipment.
Specifically, by the feedback voice, whether the electronic equipment is available has purchase to counsel user to described
Buy wish.
S13, the electronic equipment carry out natural language processing to the feedback voice.
In at least one embodiment of the present invention, natural language processing (the Natural Language
Processing, NPL) it is computer science and an important directions in artificial intelligence field, it is computer science, people
The field of interaction between work intelligence, linguistics concern computer and the mankind (nature) language.
Specifically, the electronic equipment includes: to feedback voice progress natural language processing
The electronic equipment reads the feedback voice, carries out data cleansing, the electronic equipment to the feedback voice
Data slicer further is carried out to the feedback voice, and carries out data word segmentation processing, the electronic equipment obtains word segmentation processing
Participle slice afterwards, and executes text conversion, the vocabulary that finally obtains that treated.
By above embodiment, the electronic equipment can to the feedback voice carry out natural language processing after,
Keyword is extracted from the feedback voice, and the semanteme of the feedback voice is got according to the keyword.
Since above-mentioned realization process is more mature technology, the present invention be will not be described in great detail.
S14, when the feedback voice indicates described when counsel user has purchase intention, the electronic equipment acquisition has purchase
Buy the user information to counsel user of wish.
In at least one embodiment of the present invention, the user information includes, but are not limited to following one or more
Combination:
It is the field of interest to counsel user, the service content of interest to counsel user, described wait seek advice from
User's product etc. of interest.
Specifically, the electronic equipment obtains the user information to counsel user for having purchase intention and includes, but not
It is limited to any one following mode:
(1) electronic equipment obtains the user having described in purchase intention to counsel user from the named web page page
Information.
(2) electronic equipment obtains the user having described in purchase intention to counsel user from the specified application
Information.
(3) electronic equipment obtains the logon information to counsel user, according to the logon information from specified number
There is the user information described in purchase intention to counsel user according to acquisition in library.
S15, the electronic equipment execute corresponding service data according to the user information.
In at least one embodiment of the present invention, from the user information, the electronic equipment is available to arrive institute
State the field of interest to counsel user, the service content of interest to counsel user and described to counsel user institute
The product etc. of concern, therefore, the electronic equipment can also match described to counsel user need according to the user information
The service data wanted.
Specifically, the service data includes to be described to all services provided by counsel user, such as: attendant consultation service
Service, service note service etc..
Further, according to the user information, execute corresponding service data includes: the electronic equipment
The electronic equipment is determining described to service field belonging to counsel user from the user information, and distributes
Staff corresponding with the service field seeks advice to described to counsel user.
By above embodiment, when described when counsel user has purchase intention, the electronic equipment can be directed to
The distribution staff corresponding with the service field of property is seeked advice to described to counsel user one to one, to be institute
It states user and more quality services is provided.
Preferably, staff corresponding with the service field is being distributed to described after counsel user is seeked advice from,
The method also includes:
The electronic equipment obtains all item numbers to be purchased corresponding with the service field from the specified database
According to, and all project datas to be purchased are sent to the staff.
Specifically, all service datas and project data to be purchased are store in the specified database, it is described to facilitate
Electronic equipment is transferred at any time.
By above embodiment, the electronic equipment can be by the project data being likely to purchase to counsel user
(that is: described all project datas to be purchased) is sent to the staff, so that the staff is more quickly institute
It states and provides purchase opinion to counsel user, to improve consulting efficiency and service quality.
Preferably, the method also includes:
When the feedback voice indicates described when counsel user does not have purchase intention, the electronic equipment save it is described to
The contact method of counsel user.
By above embodiment, the electronic equipment can will it is described to counsel user as potential user, and save
The contact method to counsel user is convenient for subsequent use.
Such as: if there is propaganda activity in successor company, the electronic equipment can be to described to described in counsel user popularization
Propaganda activity, due to it is described to counsel user be to company it is interested, promoted to described to counsel user, at
Power is also higher.
Preferably, the method also includes:
Described when the signal of counsel user rejection when detecting, the electronic equipment sends service information to described wait consult
Ask user.
Alternatively, when not receiving the feedback voice of the user, the electronic equipment send service information to it is described to
Counsel user.
Specifically, the information on services may include service, the activity etc. for being currently able to provide, and can also include to described
To the language that counsel user is apologized, so that the user eliminates prejudice, the present invention is not limited.
It is understood that many users are afraid of to be harassed, therefore rejection phone can be selected, at this point, the electronic equipment can
To send the information on services to counsel user to described, to further with described at a distance between counsel user, convenient for subsequent
Carry out significantly more efficient communication.
Further, when the electronic equipment does not receive the feedback voice, it is also possible to due to described wait seek advice from
User connects call after, harassing call is mistaken for, so hanging up, at this point, the electronic equipment can also be to described wait consult
It askes user and sends the information on services.
In conclusion the present invention can be after receiving consulting instruction, contact method of the acquisition to counsel user, and according to
The contact method to counsel user, makes a phone call to described to counsel user, and message includes specified speech, thus more
Add comprehensively and promptly carry out telephone counseling, further receives the feedback voice to counsel user, and to the backchannel
Sound carries out natural language processing, to identify the semanteme to counsel user, when the feedback voice indicates described wait consult
When asking user has purchase intention, the user information to counsel user for having purchase intention is obtained, and believe according to the user
Breath, executes corresponding service data, targetedly to provide more accurate, effective service to counsel user to be described,
To improve into single-action rate, user experience is more preferably.
As shown in Fig. 2, being the functional block diagram of the preferred embodiment of the counseling apparatus the present invention is based on natural language processing.
The counseling apparatus 11 based on natural language processing includes acquiring unit 110, telephone unit 111, receiving unit 112, processing
Unit 113, execution unit 114, transmission unit 115 and storage unit 116.So-called module/the unit of the present invention refers to a kind of energy
Enough performed by processor 13, and the series of computation machine program segment of fixed function can be completed, be stored in memory 12
In.In the present embodiment, it will be described in detail in subsequent embodiment about the function of each module/unit.
After receiving consulting instruction, acquiring unit 110 obtains the contact method to counsel user.
In prior art, in order to more targetedly provide service, most loan, insurance products for user
Or the service such as finishing, it requires user and fills in related data on line, contact method, purchase intention including user etc., then
The related data filled in by sales force according to user carries out telephone counseling one by one.But, it is generally the case that leaving connection
In the user of mode, most of user is not no purchase intention.Therefore, the mode of sales force's telephone counseling one by one, not only
It wastes time, reduces into single-action rate, certain puzzlement is also caused to user, user experience is bad.
In at least one embodiment of the present invention, the consulting instruction includes, but are not limited to following one or more
Combination:
(1) receiving unit 112 receives the signal for filling in contact method in the named web page page to counsel user.
Specifically, the named web page page may include marketing webpage, maintenance of information page of user of product etc., sheet
Invention does not limit.
By above embodiment, the electronic equipment can detect it is described to counsel user in the named web page page
In fill in contact method after, quickly carry out consulting response, not only increase consulting efficiency, can also be when user be most interested in
Time is seeked advice from, and user experience is more preferably.
(2) receiving unit 112 receives described fills in contact method to counsel user in specified application
Signal.
Specifically, the specified application includes all application programs of company, such as: selling software, popularization class disappear
Software etc. is ceased, the present invention does not limit.
By above embodiment, the electronic equipment can detect it is described to counsel user in the specified application
After filling in contact method in program, consulting response is quickly carried out, to improve consulting efficiency.
(3) receiving unit 112 receives the signal that configuration key is triggered to counsel user, the configuration key
Trigger the consulting instruction.
Specifically, corresponding to different location locating for the configuration key, the configuration key can be physical button,
It can be virtual key, the present invention does not limit.
Such as: the configuration key can be a virtual icon on the named web page, and the virtual graph is put on aobvious
Show text information " consulting ", when described when counsel user is clicked or touches the virtual icon, the receiving unit 112 is really
Surely the consulting instruction is received.
Alternatively, the configuration key is also possible to dynamic cartoon character etc., to enhance visual effect.
In at least one embodiment of the present invention, the acquiring unit 110 obtains the contact method packet to counsel user
It includes, but is not limited to any one following mode:
(1) acquiring unit 110 obtains the contact method to counsel user from the named web page page.
(2) acquiring unit 110 obtains the contact method to counsel user from specified application.
(3) acquiring unit 110 obtains the logon information to counsel user, according to the logon information from specified
The contact method to counsel user is obtained in database.
It is understood that corresponding to the different triggering modes of the consulting instruction, the correspondent party to counsel user
The acquisition methods of formula are also different.Above-mentioned (1), (2) correspond respectively to it is described to counsel user in the named web page page or
The case where filling in contact method in the specified application, and contact method is not filled in counsel user for described,
The user of the configuration key is only triggered, the acquiring unit 110 can be taken the above method (3), i.e., believe according to login
Breath transfers the contact method to counsel user from the specified database.
Wherein, all existing customers and the contact method of potential customers are store in the specified database, for described
Electronic equipment calls at any time.
Telephone unit 111 is made a phone call to described to counsel user, phone according to the contact method to counsel user
Content includes specified speech.
In at least one embodiment of the present invention, different from manually making a phone call the side seeked advice from the prior art
Formula, the telephone unit 111 are made a phone call from described in trend to counsel user according to the contact method to counsel user,
And enclose the specified speech.
Specifically, whether by the specified speech, can inquire described has purchase intention to counsel user.
Further, the specified speech can be configured by the electronic equipment, can also be carried out by developer
It custom-configures, the present invention does not limit.
Such as: the specified speech is configurable to that " you are good, I is the small R of robot of company A, may I ask you and buys me
Take charge of the intention of X product? ".
By above embodiment, the telephone unit 111 makes a phone call progress to counsel user from described in trend first
Consulting, timely responds to make.
The receiving unit 112 receives the feedback voice to counsel user.
In at least one embodiment of the present invention, it is described after counsel user after receiving phone, will be according to the electricity
Words content is fed back, and returns to feedback voice to the electronic equipment.
Specifically, by the feedback voice, whether the electronic equipment is available has purchase to counsel user to described
Buy wish.
Processing unit 113 carries out natural language processing to the feedback voice.
In at least one embodiment of the present invention, the natural language processing is computer science and artificial intelligence
An important directions in field, be computer science, artificial intelligence, linguistics concern computer and the mankind (nature) language it
Between interaction field.
Specifically, the processing unit 113 includes: to feedback voice progress natural language processing
The processing unit 113 reads the feedback voice, carries out data cleansing to the feedback voice, the processing is single
Member 113 further carries out data slicer to the feedback voice, and carries out data word segmentation processing, and the processing unit 113 obtains
Participle slice after word segmentation processing, and executes text conversion, the vocabulary that finally obtains that treated.
By above embodiment, the processing unit 113 can carry out natural language processing to the feedback voice
Afterwards, keyword is extracted from the feedback voice, and the semanteme of the feedback voice is got according to the keyword.
Since above-mentioned realization process is more mature technology, the present invention be will not be described in great detail.
When the feedback voice indicates described when counsel user has purchase intention, the acquisition of acquiring unit 110 has purchase
Buy the user information to counsel user of wish.
In at least one embodiment of the present invention, the user information includes, but are not limited to following one or more
Combination:
It is the field of interest to counsel user, the service content of interest to counsel user, described wait seek advice from
User's product etc. of interest.
Specifically, the acquiring unit 110 obtains the user information to counsel user for having purchase intention and includes, but
It is not limited to any one following mode:
(1) acquiring unit 110 has described in purchase intention from named web page page acquisition to counsel user
User information.
(2) acquiring unit 110 has described in purchase intention from specified application acquisition to counsel user
User information.
(3) acquiring unit 110 obtains the logon information to counsel user, according to the logon information from specified
The user information to counsel user for having purchase intention is obtained in database.
Execution unit 114 executes corresponding service data according to the user information.
In at least one embodiment of the present invention, from the user information, the acquiring unit 110 is available to be arrived
The field of interest to counsel user, the service content of interest to counsel user and described to counsel user
Product etc. of interest, therefore, the acquiring unit 110 can also match described wait seek advice from according to the user information
The service data that user needs.
Specifically, the service data includes to be described to all services provided by counsel user, such as: attendant consultation service
Service, service note service etc..
Further, according to the user information, execute corresponding service data includes: the execution unit 114
The execution unit 114 is determining described to service field belonging to counsel user from the user information, and point
It is seeked advice to described to counsel user with staff corresponding with the service field.
By above embodiment, when described when counsel user has purchase intention, the electronic equipment can be directed to
The distribution staff corresponding with the service field of property is seeked advice to described to counsel user one to one, to be institute
It states user and more quality services is provided.
Preferably, staff corresponding with the service field is being distributed to described after counsel user is seeked advice from,
The method also includes:
The acquiring unit 110 obtains all projects to be purchased corresponding with the service field from the specified database
All project datas to be purchased are sent to the staff by data, transmission unit 115.
Specifically, all service datas and project data to be purchased are store in the specified database, it is described to facilitate
Electronic equipment is transferred at any time.
By above embodiment, the electronic equipment can be by the project data being likely to purchase to counsel user
(that is: described all project datas to be purchased) is sent to the staff, so that the staff is more quickly institute
It states and provides purchase opinion to counsel user, to improve consulting efficiency and service quality.
Preferably, the method also includes:
When the feedback voice indicates described when counsel user does not have purchase intention, storage unit 116 save it is described to
The contact method of counsel user.
By above embodiment, the electronic equipment can will it is described to counsel user as potential user, and save
The contact method to counsel user is convenient for subsequent use.
Such as: if there is propaganda activity in successor company, the electronic equipment can be to described to described in counsel user popularization
Propaganda activity, due to it is described to counsel user be to company it is interested, promoted to described to counsel user, at
Power is also higher.
Preferably, the method also includes:
Described when the signal of counsel user rejection when detecting, the transmission unit 115 sends service information to described
To counsel user.
Alternatively, the transmission unit 115 sends service information to described when not receiving the feedback voice of the user
To counsel user.
Specifically, the information on services may include service, the activity etc. for being currently able to provide, and can also include to described
To the language that counsel user is apologized, so that the user eliminates prejudice, the present invention is not limited.
It is understood that many users are afraid of to be harassed, therefore rejection phone can be selected, at this point, the transmission unit 115
The information on services can be sent to counsel user to described, to further with described at a distance between counsel user, after being convenient for
It is continuous to carry out significantly more efficient communication.
Further, when the electronic equipment does not receive the feedback voice, it is also possible to due to described wait seek advice from
User connects call after, be mistaken for harassing call, so hang up, at this point, the transmission unit 115 can also to it is described to
Counsel user sends the information on services.
In conclusion the present invention can be after receiving consulting instruction, contact method of the acquisition to counsel user, and according to
The contact method to counsel user, makes a phone call to described to counsel user, and message includes specified speech, thus more
Add comprehensively and promptly carry out telephone counseling, further receives the feedback voice to counsel user, and to the backchannel
Sound carries out natural language processing, to identify the semanteme to counsel user, when the feedback voice indicates described wait consult
When asking user has purchase intention, the user information to counsel user for having purchase intention is obtained, and believe according to the user
Breath, executes corresponding service data, targetedly to provide more accurate, effective service to counsel user to be described,
To improve into single-action rate, user experience is more preferably.
As shown in figure 3, being that the present invention realizes that the electronics of the preferred embodiment of the consultation method based on natural language processing is set
Standby structural schematic diagram.
The electronic equipment 1 be it is a kind of can according to the instruction for being previously set or store, automatic progress numerical value calculating and/or
The equipment of information processing, hardware include but is not limited to microprocessor, specific integrated circuit (Application Specific
Integrated Circuit, ASIC), programmable gate array (Field-Programmable Gate Array, FPGA), number
Word processing device (Digital Signal Processor, DSP), embedded device etc..
The electronic equipment 1, which can also be but not limited to any one, to pass through keyboard, mouse, remote controler, touching with user
The modes such as template or voice-operated device carry out the electronic product of human-computer interaction, for example, personal computer, tablet computer, smart phone,
Personal digital assistant (Personal Digital Assistant, PDA), game machine, Interactive Internet TV (Internet
Protocol Television, IPTV), intellectual wearable device etc..
The electronic equipment 1 can also be that the calculating such as desktop PC, notebook, palm PC and cloud server are set
It is standby.
Network locating for the electronic equipment 1 include but is not limited to internet, wide area network, Metropolitan Area Network (MAN), local area network, it is virtual specially
With network (Virtual Private Network, VPN) etc..
In one embodiment of the invention, the electronic equipment 1 includes, but are not limited to memory 12, processor 13,
And it is stored in the computer program that can be run in the memory 12 and on the processor 13, such as based on natural language
The advisory procedure of processing.
It will be understood by those skilled in the art that the schematic diagram is only the example of electronic equipment 1, not structure paired electrons
The restriction of equipment 1 may include perhaps combining certain components or different components, example than illustrating more or fewer components
Such as described electronic equipment 1 can also include input-output equipment, network access equipment, bus.
Alleged processor 13 can be central processing unit (Central Processing Unit, CPU), can also be
Other general processors, digital signal processor (Digital Signal Processor, DSP), specific integrated circuit
(Application Specific Integrated Circuit, ASIC), ready-made programmable gate array (Field-
Programmable Gate Array, FPGA) either other programmable logic device, discrete gate or transistor logic,
Discrete hardware components etc..General processor can be microprocessor or the processor is also possible to any conventional processor
Deng the processor 13 is arithmetic core and the control centre of the electronic equipment 1, entire using various interfaces and connection
The various pieces of electronic equipment 1, and execute the operating system of the electronic equipment 1 and types of applications program, the program of installation
Code etc..
The processor 13 executes the operating system of the electronic equipment 1 and the types of applications program of installation.The place
Reason device 13 executes the application program to realize the step in above-mentioned each consultation method embodiment based on natural language processing,
Such as step S10, S11, S12, S13, S14, S15 shown in FIG. 1.
Alternatively, the processor 13 realizes each module in above-mentioned each Installation practice/mono- when executing the computer program
The function of member, such as: after receiving consulting instruction, obtain the contact method to counsel user；According to described to counsel user
Contact method, made a phone call to described to counsel user, message includes specified speech；It receives described to counsel user
Feed back voice；Natural language processing is carried out to the feedback voice；There is purchase to counsel user when the feedback voice indicates described
When buying wish, the user information to counsel user for having purchase intention is obtained；According to the user information, execute corresponding
Service data.
Illustratively, the computer program can be divided into one or more module/units, one or more
A module/unit is stored in the memory 12, and is executed by the processor 13, to complete the present invention.It is one
Or multiple module/units can be the series of computation machine program instruction section that can complete specific function, the instruction segment is for retouching
State implementation procedure of the computer program in the electronic equipment 1.It is obtained for example, the computer program can be divided into
It takes unit 110, telephone unit 111, receiving unit 112, processing unit 113, execution unit 114, transmission unit 115 and saves single
Member 116.
The memory 12 can be used for storing the computer program and/or module, the processor 13 by operation or
The computer program and/or module being stored in the memory 12 are executed, and calls the data being stored in memory 12,
Realize the various functions of the electronic equipment 1.The memory 12 can mainly include storing program area and storage data area,
In, storing program area can application program needed for storage program area, at least one function (such as sound-playing function, image
Playing function etc.) etc.；Storage data area, which can be stored, uses created data (such as audio data, phone directory according to mobile phone
Deng) etc..In addition, memory 12 may include high-speed random access memory, it can also include nonvolatile memory, such as firmly
Disk, memory, plug-in type hard disk, intelligent memory card (Smart Media Card, SMC), secure digital (Secure Digital,
SD) block, flash card (Flash Card), at least one disk memory, flush memory device or other volatile solid-states
Part.
The memory 12 can be the external memory and/or internal storage of electronic equipment 1.Further, described
Memory 12 can be the circuit with store function for not having physical form in integrated circuit, such as RAM (Random-Access
Memory, random access memory), FIFO (First In First Out) etc..Alternatively, the memory 12 is also possible to
Memory with physical form, such as memory bar, TF card (Trans-flash Card).
If the integrated module/unit of the electronic equipment 1 is realized in the form of SFU software functional unit and as independent
Product when selling or using, can store in a computer readable storage medium.Based on this understanding, the present invention is real
All or part of the process in existing above-described embodiment method, can also instruct relevant hardware come complete by computer program
At the computer program can be stored in a computer readable storage medium, which is being executed by processor
When, it can be achieved that the step of above-mentioned each embodiment of the method.
Wherein, the computer program includes computer program code, and the computer program code can be source code
Form, object identification code form, executable file or certain intermediate forms etc..The computer-readable medium may include: can
Carry any entity or device, recording medium, USB flash disk, mobile hard disk, magnetic disk, CD, computer of the computer program code
Memory, read-only memory (ROM, Read-Only Memory), random access memory (RAM, Random Access
Memory), electric carrier signal, telecommunication signal and software distribution medium etc..It should be noted that the computer-readable medium
The content for including can carry out increase and decrease appropriate according to the requirement made laws in jurisdiction with patent practice, such as in certain departments
Method administrative area does not include electric carrier signal and telecommunication signal according to legislation and patent practice, computer-readable medium.
In conjunction with Fig. 1, it is a kind of based on nature language to realize that the memory 12 in the electronic equipment 1 stores multiple instruction
It says that the multiple instruction can be performed to realize in the consultation method of processing, the processor 13: after receiving consulting instruction, obtaining
Take the contact method to counsel user；According to the contact method to counsel user, made a phone call to described to counsel user,
Message includes specified speech；Receive the feedback voice to counsel user；Natural language is carried out to the feedback voice
Processing；When the feedback voice indicates described when counsel user has purchase intention, acquisition has the described wait seek advice from of purchase intention
The user information of user；According to the user information, corresponding service data is executed.
Preferred embodiment according to the present invention, the processor 13 also execute multiple instruction and include:
The contact method to counsel user is obtained from the named web page page；Or
The contact method to counsel user is obtained from specified application；Or
Obtain the logon information to counsel user, is obtained from specified database according to the logon information described in
The contact method of counsel user.
Preferred embodiment according to the present invention, whether by the specified speech, can inquire described has purchase to counsel user
Wish.
Preferred embodiment according to the present invention, the processor 13 also execute multiple instruction and include:
From the user information, determine described to service field belonging to counsel user；
Staff corresponding with the service field is distributed to seek advice to described to counsel user.
Preferred embodiment according to the present invention, the processor 13 also execute multiple instruction and include:
All project datas to be purchased corresponding with the service field are obtained from the specified database；
All project datas to be purchased are sent to the staff.
Preferred embodiment according to the present invention, the processor 13 also execute multiple instruction and include:
When the feedback voice indicates connection when counsel user does not have purchase intention, described in preservation to counsel user
It is mode.
Preferred embodiment according to the present invention, the processor 13 also execute multiple instruction and include:
It is described when the signal of counsel user rejection when detecting, it sends service information to described to counsel user；And/or
When not receiving the feedback voice of the user, send service information to described to counsel user.
Specifically, the processor 13 can refer to the concrete methods of realizing of above-metioned instruction related in Fig. 1 corresponding embodiment
The description of step, this will not be repeated here.
In several embodiments provided by the present invention, it should be understood that disclosed system, device and method can be with
It realizes by another way.For example, the apparatus embodiments described above are merely exemplary, for example, the module
It divides, only a kind of logical function partition, there may be another division manner in actual implementation.
The module as illustrated by the separation member may or may not be physically separated, aobvious as module
The component shown may or may not be physical unit, it can and it is in one place, or may be distributed over multiple
In network unit.Some or all of the modules therein can be selected to realize the mesh of this embodiment scheme according to the actual needs
's.
It, can also be in addition, each functional module in each embodiment of the present invention can integrate in one processing unit
It is that each unit physically exists alone, can also be integrated in one unit with two or more units.Above-mentioned integrated list
Member both can take the form of hardware realization, can also realize in the form of hardware adds software function module.
It is obvious to a person skilled in the art that invention is not limited to the details of the above exemplary embodiments, Er Qie
In the case where without departing substantially from spirit or essential attributes of the invention, the present invention can be realized in other specific forms.
Therefore, in all respects, the present embodiments are to be considered as illustrative and not restrictive, this
The range of invention is indicated by the appended claims rather than the foregoing description, it is intended that the equivalent requirements of the claims will be fallen in
All changes in meaning and scope are included in the present invention.Any attached associated diagram label in claim should not be considered as limit
Claim involved in making.
Furthermore, it is to be understood that one word of " comprising " does not exclude other units or steps, odd number is not excluded for plural number.In system claims
The multiple units or device of statement can also be implemented through software or hardware by a unit or device.Second equal words are used
It indicates title, and does not indicate any particular order.
Finally it should be noted that the above examples are only used to illustrate the technical scheme of the present invention and are not limiting, although reference
Preferred embodiment describes the invention in detail, those skilled in the art should understand that, it can be to of the invention
Technical solution is modified or equivalent replacement, without departing from the spirit and scope of the technical solution of the present invention.
Claims (10)
1. a kind of consultation method based on natural language processing, which is characterized in that the described method includes:
After receiving consulting instruction, the contact method to counsel user is obtained；
It according to the contact method to counsel user, is made a phone call to described to counsel user, message includes specified language
Sound；
Receive the feedback voice to counsel user；
Natural language processing is carried out to the feedback voice；
When the feedback voice indicates described when counsel user has purchase intention, acquisition has the use to be seeked advice from of purchase intention
The user information at family；
According to the user information, corresponding service data is executed.
2. as described in claim 1 based on the consultation method of natural language processing, which is characterized in that described to obtain use to be seeked advice from
The contact method at family includes any of the following mode:
The contact method to counsel user is obtained from the named web page page；Or
The contact method to counsel user is obtained from specified application；Or
The logon information to counsel user is obtained, is obtained from specified database according to the logon information described wait seek advice from
The contact method of user.
3. as described in claim 1 based on the consultation method of natural language processing, which is characterized in that pass through the specified language
Whether sound, can inquire described has purchase intention to counsel user.
4. as described in claim 1 based on the consultation method of natural language processing, which is characterized in that described according to the user
Information, executing corresponding service data includes:
From the user information, determine described to service field belonging to counsel user；
Staff corresponding with the service field is distributed to seek advice to described to counsel user.
5. as claimed in claim 4 based on the consultation method of natural language processing, which is characterized in that in distribution and the service
The corresponding staff in field to described after counsel user is seeked advice from, the method also includes:
All project datas to be purchased corresponding with the service field are obtained from the specified database；
All project datas to be purchased are sent to the staff.
6. as described in claim 1 based on the consultation method of natural language processing, which is characterized in that the method also includes:
When the feedback voice indicates correspondent party when counsel user does not have purchase intention, described in preservation to counsel user
Formula.
7. as described in claim 1 based on the consultation method of natural language processing, which is characterized in that the method also includes:
It is described when the signal of counsel user rejection when detecting, it sends service information to described to counsel user；And/or
When not receiving the feedback voice of the user, send service information to described to counsel user.
8. a kind of counseling apparatus based on natural language processing, which is characterized in that described device includes:
Acquiring unit, for obtaining the contact method to counsel user after receiving consulting instruction；
Telephone unit, for being made a phone call to described to counsel user, in phone according to the contact method to counsel user
Holding includes specified speech；
Receiving unit, for receiving the feedback voice to counsel user；
Processing unit, for carrying out natural language processing to the feedback voice；
The acquiring unit is also used to when feedback voice expression is described when counsel user has purchase intention, and acquisition has purchase
Buy the user information to counsel user of wish；
Execution unit, for executing corresponding service data according to the user information.
9. a kind of electronic equipment, which is characterized in that the electronic equipment includes:
Memory stores at least one instruction；And
Processor executes the instruction stored in the memory and is based on as claimed in any of claims 1 to 7 in one of claims with realizing
The consultation method of natural language processing.
10. a kind of computer readable storage medium, it is characterised in that: be stored at least one in the computer readable storage medium
A instruction, at least one described instruction are executed by the processor in electronic equipment to realize such as any one of claim 1 to 7
The consultation method based on natural language processing.
Priority Applications (1)
| Application Number | Priority Date | Filing Date | Title |
|---|---|---|---|
| CN201811537699.XA CN109829744A (en) | 2018-12-15 | 2018-12-15 | Consultation method, device, electronic equipment and medium based on natural language processing |
Applications Claiming Priority (1)
| Application Number | Priority Date | Filing Date | Title |
|---|---|---|---|
| CN201811537699.XA CN109829744A (en) | 2018-12-15 | 2018-12-15 | Consultation method, device, electronic equipment and medium based on natural language processing |
Publications (1)
| Publication Number | Publication Date |
|---|---|
| CN109829744A true CN109829744A (en) | 2019-05-31 |
Family
ID=66858915
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| Application Number | Title | Priority Date | Filing Date |
|---|---|---|---|
| CN201811537699.XA Pending CN109829744A (en) | 2018-12-15 | 2018-12-15 | Consultation method, device, electronic equipment and medium based on natural language processing |
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| CN (1) | CN109829744A (en) |
Cited By (2)
| Publication number | Priority date | Publication date | Assignee | Title |
|---|---|---|---|---|
| WO2021135548A1 (en) * | 2020-06-05 | 2021-07-08 | 平安科技（深圳）有限公司 | Voice intent recognition method and device, computer equipment and storage medium |
| CN114221920A (en) * | 2021-12-13 | 2022-03-22 | 中国平安财产保险股份有限公司 | Automatic contact method, device, computer equipment and medium based on artificial intelligence |
-
2018
- 2018-12-15 CN CN201811537699.XA patent/CN109829744A/en active Pending
Cited By (3)
| Publication number | Priority date | Publication date | Assignee | Title |
|---|---|---|---|---|
| WO2021135548A1 (en) * | 2020-06-05 | 2021-07-08 | 平安科技（深圳）有限公司 | Voice intent recognition method and device, computer equipment and storage medium |
| CN114221920A (en) * | 2021-12-13 | 2022-03-22 | 中国平安财产保险股份有限公司 | Automatic contact method, device, computer equipment and medium based on artificial intelligence |
| CN114221920B (en) * | 2021-12-13 | 2023-06-23 | 中国平安财产保险股份有限公司 | Automatic contact method, device, computer equipment and medium based on artificial intelligence |
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