CN109922213A - Data processing method, device, storage medium and terminal device when voice is seeked advice from - Google Patents
Data processing method, device, storage medium and terminal device when voice is seeked advice from Download PDFInfo
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- CN109922213A CN109922213A CN201910042793.6A CN201910042793A CN109922213A CN 109922213 A CN109922213 A CN 109922213A CN 201910042793 A CN201910042793 A CN 201910042793A CN 109922213 A CN109922213 A CN 109922213A
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Abstract
The present invention is suitable for voice Counseling Technique field, provides data processing method, device, storage medium and terminal device when a kind of consulting of voice.Wherein, method includes: the first voice messaging for acquiring user；Determine type of service corresponding to first voice messaging；The indispensable material information of the type of service is determined according to the type of service；Acquire the second voice messaging of user；The user, which is obtained, according to second voice messaging is ready for material information for what the type of service prepared；The material information that is ready for of the type of service is matched with the indispensable material information, obtains matching result；If the matching result is that the material that user prepares is complete, issues and waited about user to carry out the prompting message of business handling；If the matching result is that the material that user prepares is not complete, the material information for lacking preparation is obtained according to the matching result, and the prompting message for lacking the material information of preparation about supplement is sent to the user.
Description
Technical field
Data processing method, device when being seeked advice from the invention belongs to voice Counseling Technique field more particularly to a kind of voice,
Storage medium and terminal device.
Background technique
Business handling is closely bound up with people's lives, and business includes banking, telecommunication service and public business etc..
Generally, people need to reach service network point in advance, are taken according still further to the time sequencing of arrival during transacting business
Number be lined up.However, due to various reasons, material needed for user does not bring all transacting business causes to start to handle in the number of calling
When, just find that material can only not go first the material information for preparing to lack to cause business handling so as to cause temporal waste entirely
Low efficiency.
In conclusion current business handling method there are problems that handling low efficiency.
Summary of the invention
In view of this, the embodiment of the invention provides data processing methods when a kind of consulting of voice, device, storage medium
And terminal device, low efficiency is handled to solve the problems, such as that business handling method exists in the prior art.
The first aspect of the embodiment of the present invention provides data processing method when a kind of consulting of voice, comprising:
Acquire the first voice messaging of user；
Determine type of service corresponding to first voice messaging；
The indispensable material information of the type of service is determined according to the type of service；
Acquire the second voice messaging of user；
The user, which is obtained, according to second voice messaging is ready for material information for what the type of service prepared；
The material information that is ready for of the type of service is matched with the indispensable material information, obtains matching knot
Fruit；
If the matching result is that the material that user prepares is complete, issues and wait about user to carry out business handling
Prompting message；
If the matching result is that the material that user prepares is not complete, preparation is lacked according to matching result acquisition
Material information, and the prompting message for lacking the material information of preparation about supplement is sent to the user.
The second aspect of the embodiment of the present invention provides data processing equipment when a kind of consulting of voice, comprising:
First acquisition module, for acquiring the first voice messaging of user；
First determining module, for determining type of service corresponding to first voice messaging；
Second determining module, for determining the indispensable material information of the type of service according to the type of service；
Second acquisition module, for acquiring the second voice messaging of user；
Module is obtained, is the standard that the type of service prepares for obtaining the user according to second voice messaging
Standby material information；
Matching module, for the type of service to be ready for material information and indispensable material information progress
Match, obtains matching result；
First reminding module issues if being that the material that user prepares is complete for the matching result about user etc.
To the prompting message to carry out business handling；
Second reminding module, if being that the material that user prepares is not complete for the matching result, according to the matching
As a result the material information for lacking preparation is obtained, and sends the prompting letter for lacking the material information of preparation about supplement to the user
Breath.
The third aspect of the embodiment of the present invention provides a kind of terminal device, comprising: memory, processor and is stored in
In the memory and the computer program that can run on the processor, when the processor executes the computer program
It performs the steps of
Acquire the first voice messaging of user；
Determine type of service corresponding to first voice messaging；
The indispensable material information of the type of service is determined according to the type of service；
Acquire the second voice messaging of user；
The user, which is obtained, according to second voice messaging is ready for material information for what the type of service prepared；
The material information that is ready for of the type of service is matched with the indispensable material information, obtains matching knot
Fruit；
If the matching result is that the material that user prepares is complete, issues and wait about user to carry out business handling
Prompting message；
If the matching result is that the material that user prepares is not complete, preparation is lacked according to matching result acquisition
Material information, and the prompting message for lacking the material information of preparation about supplement is sent to the user.
The fourth aspect of the embodiment of the present invention provides a kind of computer readable storage medium, the computer-readable storage
Media storage has computer program, and the computer program performs the steps of when being executed by processor
Acquire the first voice messaging of user；
Determine type of service corresponding to first voice messaging；
The indispensable material information of the type of service is determined according to the type of service；
Acquire the second voice messaging of user；
The user, which is obtained, according to second voice messaging is ready for material information for what the type of service prepared；
The material information that is ready for of the type of service is matched with the indispensable material information, obtains matching knot
Fruit；
If the matching result is that the material that user prepares is complete, issues and wait about user to carry out business handling
Prompting message；
If the matching result is that the material that user prepares is not complete, preparation is lacked according to matching result acquisition
Material information, and the prompting message for lacking the material information of preparation about supplement is sent to the user.
The present invention determines service class corresponding to first voice messaging by the first voice messaging of acquisition user
Type determines the indispensable material information of the type of service according to the type of service, acquires the second voice messaging of user, according to
Second voice messaging obtains the user and is ready for material information for what the type of service prepared, by the type of service
The material information that is ready for matched with the indispensable material information, obtain matching result, if the matching result be user
The material of preparation is complete, then issues and waited about user to carry out the prompting message of business handling, if the matching result is to use
The material that family prepares is not complete, then the material information for lacking preparation is obtained according to the matching result, and send to the user
Lack the prompting message of the material information of preparation about supplement, so that the user for lacking data automatically exits from the sequence of row number, from
And shorten in the waiting time of the user's subsequent user for lacking data, the business handling time is accelerated, avoids and is discharged to
Just the offhand complete situation of discovery material occurs after number, to improve the efficiency of business handling, and improves business and does
The success rate of reason.
Detailed description of the invention
It to describe the technical solutions in the embodiments of the present invention more clearly, below will be to embodiment or description of the prior art
Needed in attached drawing be briefly described, it should be apparent that, the accompanying drawings in the following description is only of the invention some
Embodiment for those of ordinary skill in the art without any creative labor, can also be according to these
Attached drawing obtains other attached drawings.
Fig. 1 is the architecture diagram of business handling system provided in an embodiment of the present invention；
Fig. 2 is the implementation process schematic diagram for the business handling system that the embodiment of the present invention one provides；
The schematic diagram of data processing equipment when Fig. 3 is voice provided by Embodiment 2 of the present invention consulting；
Another schematic diagram of data processing equipment when Fig. 4 is voice provided by Embodiment 2 of the present invention consulting；
Another schematic diagram of data processing equipment when Fig. 5 is voice provided by Embodiment 2 of the present invention consulting；
Fig. 6 is the schematic diagram for the terminal device that the embodiment of the present invention three provides.
Specific embodiment
In being described below, for illustration and not for limitation, the tool of such as particular system structure, technology etc is proposed
Body details, to understand thoroughly the embodiment of the present invention.However, it will be clear to one skilled in the art that there is no these specific
The present invention also may be implemented in the other embodiments of details.In other situations, it omits to well-known system, device, electricity
The detailed description of road and method, in case unnecessary details interferes description of the invention.
In order to illustrate technical solutions according to the invention, the following is a description of specific embodiments.It needs to illustrate
It is that framework as shown in Figure 1 can be used in method for processing business described in following embodiment.As seen from Figure 1, user Ke Tong
It crosses terminal device and carries out voice input, the IVR (Interactive of corresponding transmission of speech information to business provider backstage
Voice Response, interactive voice answering) in system, speech recognition, Jin Erji are carried out for voice messaging by IVR system
Offer business handling counseling services are asked questions in what identification obtained.Wherein, the terminal device, including but not limited to: intelligence
The equipment that energy mobile phone, smartwatch, tablet computer, computer etc. have speech signal collection function, it is particularly possible to be mounted in
The equipment for having speech signal collection function on the seat in business handling place.
The IVR system can be carried in corresponding server (or server cluster), for the ease of subsequent descriptions,
The server (or server cluster) of IVR system will be carried referred to as are as follows: server.
For the IVR system of server in Fig. 1, more specifically, in addition to including universal phonetic in the IVR system
Except identification model, also comprising the dedicated voice identification model corresponding to different business systems.Wherein, for any dedicated voice
For identification model, it is internally provided with acoustic model (Acoustic Model, AM) relevant to corresponding service system and language
It says model (Language Model, LM).So, in actual speech recognition process, decoder can call corresponding voice
Identification model carries out voice recognition processing to voice data to be identified.As one of the embodiment of the present application feasible pattern,
The dedicated voice identification model can pass through business terms relevant to the business of a certain type and combine stored official communication
Question template is ask as training sample, such as deep neural network (Deep Neural Network, DNN), convolution mind can be used
Through network (Convolutional Neural Network, CNN), Recognition with Recurrent Neural Network (Recurrent Neural
Network, RNN) obtained by scheduling algorithm is trained.That is, being matched with the dedicated voice identification mould of different service types
Type will more accurately identify the associated speech data with the type business.Certainly, it does not constitute to the application's herein
It limits.
Embodiment one
The implementation process of data processing method when Fig. 1 shows the voice consulting of the offer of the embodiment of the present invention one is illustrated
Figure.
It should be noted that method for processing business described in the embodiment of the present application, can be used framework as shown in Figure 1.
As seen from Figure 1, user can carry out voice input, corresponding first transmission of speech information to business provider by terminal device
In IVR (Interactive Voice Response, the interactive voice answering) system on backstage, first is directed to by IVR system
Voice messaging carries out speech recognition, and then asks questions offer business handling counseling services based on what identification obtained.Wherein, described
Terminal device, including but not limited to: smart phone, smartwatch, tablet computer, computer etc. have speech signal collection function
The equipment of energy, it is particularly possible to the equipment for having speech signal collection function being mounted on the seat in business handling place.
The IVR system can be carried in corresponding server (or server cluster), for the ease of subsequent descriptions,
The server (or server cluster) of IVR system will be carried referred to as are as follows: server.
For the IVR system of server in Fig. 1, more specifically, in addition to including universal phonetic in the IVR system
Except identification model, also comprising the dedicated voice identification model corresponding to different business systems.Wherein, for any dedicated voice
For identification model, it is internally provided with acoustic model (Acoustic Model, AM) relevant to corresponding service system and language
It says model (Language Model, LM).So, in actual speech recognition process, decoder can call corresponding voice
Identification model carries out voice recognition processing to voice data to be identified.As one of the embodiment of the present application feasible pattern,
The dedicated voice identification model can pass through business terms relevant to the business of a certain type and combine stored official communication
Question template is ask as training sample, such as deep neural network (Deep Neural Network, DNN), convolution mind can be used
Through network (Convolutional Neural Network, CNN), Recognition with Recurrent Neural Network (Recurrent Neural
Network, RNN) obtained by scheduling algorithm is trained.That is, being matched with the dedicated voice identification mould of different service types
Type will more accurately identify the associated speech data with the type business.Certainly, it does not constitute to the application's herein
It limits.
Below in conjunction with framework as shown in Figure 1, the method for processing business in the application is illustrated, specifically,
Business procession includes the following steps:
101, the first voice messaging of user is acquired.
In the case where actual voice seeks advice from scene, the problem of user's mode by voice input is said, made by user
After terminal device acquisition, corresponding first voice messaging can be generated.In other words, first voice messaging is believed that
It is the audio data generated after terminal device acquires.It should be noted that during terminal device is to voice collecting, it is right
Voice input is filtered, the obtained analog signal of the processing such as noise reduction, obtained digital signal etc. after analog-to-digital conversion,
It is regarded as the range that the first voice messaging is covered in the application.
It is appreciated that the first above-mentioned voice messaging will be sent to business provider backstage IVR system in practical operation
In, to carry out speech recognition.Therefore in the embodiment of the present application, the first above-mentioned voice messaging is exactly to need to carry out speech recognition
Processing.
As a kind of feasible mode, the first voice messaging that user is issued will be transmitted to business by terminal device
The server on provider backstage is to carry out speech recognition, at this point, first voice messaging will be received by server.
102, type of service corresponding to first voice messaging is determined.
Wherein, first voice messaging includes keyword relevant to type of service, for example, " application credit card ", " do
Manage identity card " and " phonecard is reported the loss " etc..
Optionally it is determined that type of service corresponding to first voice messaging, specifically includes:
201, first voice messaging is converted into the first text.
202, text formatting processing is carried out to first text, generates the first reference format text.
203, the keyword for belonging to default dictionary in the reference format text is obtained.
204, the keyword is matched with the first mapping table, determines business corresponding to the reference format text
Type, first mapping table have recorded the corresponding relationship of keyword and each preset type of service.
For 201 and 202, user input the first voice messaging it is possible that colloquial sentence, do not include it is any
The sentence of a variety of noncanonical formats such as the sentence of punctuation mark.It is possible to cause centainly subsequent query analysis process in this way
The influence of degree, therefore, in the embodiment of the present application, in order to promote the accuracy of subsequent query analytic process, using text lattice
The first voice messaging that user inputs, is converted into the reference format text of cannonical format by the mode of formula processing.
The reference format text of the present embodiment can be sentence required when meeting server progress query analysis, such as:
Server can be converted into subject+predicate+object Sentence format aiming at the problem that user is proposed.It is understood that
In practical applications, reference format text standard statement format according to defined in different server and it is different, herein not
Constitute the restriction to the application.
In addition, in the embodiment of the present application, text formatting processing may include: participle, format error correction and/or word meaning conversion
Processing etc., does not constitute the restriction to the application herein.
For 203 and 204, wherein first mapping table includes keyword, type of service and keyword and business
The mapping relations of type.Server has received the first voice messaging of user's input, will carry out text formatting processing, generates
Reference format text, later, server will call all kinds of consulting engines in comprehensive sonsultancy model, to reference format text into
Row processing, obtains the keyword in the reference format text, the keyword is matched with the first mapping table, determines institute
State type of service corresponding to reference format text.
103, the indispensable material information of the type of service is determined according to the type of service.
It should be noted that in the embodiment of the present application, the consulting engine can based on search engine.
When the consulting engine is basic search engine, the indispensability of the type of service is determined according to the type of service
Material information, it may include:
301, the keyword for belonging to default dictionary in the first reference format text is extracted；
302, judge to whether there is and the keyword pair in the indispensable material information of pre-stored each type of service
The type of service answered；
If 303, there is industry corresponding with the keyword in the indispensable material information of pre-stored each type of service
Service type then obtains indispensable material information corresponding with the type of service；
If 304, there is no corresponding with the keyword in the indispensable material information of pre-stored each type of service
Type of service, then the retrieval business information corresponding with the keyword in default knowledge base, is closed according to the business information
Join the type of service, obtains indispensable material information corresponding with the type of service.
Wherein, default dictionary can be the detailed description for storing all kinds of business in on-line system, setting procedure, obtain stream
The database of the information such as journey, points for attention, FAQs.
Such as: assuming that the reference format text handled by text formatting is that " what is China Resources communications and liaison name credit
Card ", then, after server calls Base search engine, which will be directed to the reference format text, in knowledge
It is retrieved in library, and illustrates information as a kind of consulting result for retrieve related China Resources communications and liaison name credit card business.Into
One step, the indispensable material information of communications and liaison name credit card business in China Resources according to the pre-stored data obtains and the China Resources communications and liaison name
The corresponding indispensable material information of credit card business.
104, the second voice messaging of user is acquired.
105, obtaining the user according to second voice messaging is that the material that is ready for that the type of service prepares is believed
Breath.
For 104 and 105, as one embodiment of the present invention, after determining the type of service that user needs to handle,
Just remove the second voice messaging of acquisition user.Second voice messaging of user's input is not it is possible that colloquial sentence, wrap
The sentence of a variety of noncanonical formats such as the sentence containing any punctuation mark.It is possible to make subsequent query analysis process in this way
At a degree of influence, therefore, in the embodiment of the present application, in order to promote the accuracy of subsequent query analytic process, use
The second voice messaging that user inputs, is converted into the reference format text of cannonical format by the mode of text formatting processing.Later,
Server will call all kinds of consulting engines in comprehensive sonsultancy model, handle reference format text.It needs to illustrate
It is the reference format text, can be sentence required when meeting server progress query analysis, such as: server can needle
The problem of proposed to user, is converted into subject+predicate+object Sentence format.Certainly, in practical applications, standard
Format text standard statement format according to defined in different server and it is different, do not constitute the limit to the application herein
It is fixed.In addition, in the embodiment of the present application, text formatting processing may include: participle, format error correction and/or word meaning conversion process
Deng not constituting the restriction to the application herein.After by above-mentioned processing, it is based on pre-stored keyword and service class
The mapping relations of type, and the keyword obtained from second voice messaging, obtain user be the type of service
Prepare material information.
106, the material information that is ready for of the type of service is matched with the indispensable material information, is matched
As a result.
If 107, the matching result is that the material that user prepares is complete, issues to wait about user and be done with carrying out business
The prompting message of reason.
If 108, the matching result is that the material that user prepares is not complete, standard is lacked according to matching result acquisition
Standby material information, and the prompting message for lacking the material information of preparation about supplement is sent to the user.
Wherein, for step 106,107 and 108, wherein indispensable material information is indispensable, therefore by the industry
The material information that is ready for of service type is matched with the indispensable material information, mainly judges that user is ready for material information
It whether include indispensable material information, if it includes indispensable material information that user, which is ready for material information, matching result is that user is quasi-
Standby material is complete, and user is reminded to wait to carry out business handling；If it includes indispensable material letter that user, which is ready for material information not,
Breath, then matching result is that the material that user prepares is not complete, obtains the material information that user lacks according to the matching result, and
Prompting message is sent to the user, the prompting message includes the material information that the user lacks, and user is mentioned by described
After awake information knows the material information lacked, it is clear that user can first go preparation to lack before the process called number that bank waits
Material, and just find that material does not waste time entirely and reduces and handle efficiency after avoiding the problem that called number.
It should be noted that in the embodiment of the present application, as another embodiment of the invention, user passes through input
First voice messaging proposes first problem, then proposes Second Problem by the second voice messaging of input, if it is necessary to logical
It crosses input third voice messaging and proposes third problem.Wherein, the consulting engine can be question and answer search engine or interactive mode
Engine.
The present invention determines service class corresponding to first voice messaging by the first voice messaging of acquisition user
Type determines the indispensable material information of the type of service according to the type of service, acquires the second voice messaging of user, according to
Second voice messaging obtains the user and is ready for material information for what the type of service prepared, by the type of service
The material information that is ready for matched with the indispensable material information, obtain matching result, if the matching result be user
The material of preparation is complete, then issues and waited about user to carry out the prompting message of business handling, if the matching result is to use
The material that family prepares is not complete, then the material information for lacking preparation is obtained according to the matching result, and send to the user
Lack the prompting message of the material information of preparation about supplement, so that the user for lacking data automatically exits from the sequence of row number, from
And shorten in the waiting time of the user's subsequent user for lacking data, the business handling time is accelerated, avoids and is discharged to
Just the offhand complete situation of discovery material occurs after number, to improve the efficiency of business handling, and improves business and does
The success rate of reason.
When the consulting engine is question and answer search engine, the method for processing business further include:
109, according to the history Question Log of the user, the first reference format text and the history question and answer are determined
The incidence relation of record.
110, according to the history Question Log with the reference format text with incidence relation, consulting result is generated.
When practical application, user is by the microphone input problem on terminal device, under certain scenes, what user was inputted
Have between the problem of problem inputs before with user and is centainly associated with, such as: user inputs first problem by voice messaging
" which class card China Resources communications and liaison name credit card includes ", and corresponding answer (e.g., dark fund card, platinum card and Pu Ka) has been obtained, this
When, it is assumed that user continues to input " platinum card ".Obviously, if the Second Problem proposed just for user is inquired, it is impossible to
Effectively replied.From in the example it is found that having relevance between two problems that user is proposed: Second Problem is
Based on what is proposed on the basis of first problem.Therefore in the embodiment of the present application, question and answer search engine will determine question text with
The incidence relation of history Question Log, that is, question and answer search engine will analyze context, to carry out problem inspection according to this
Rope.
When the consulting engine is interactive engine, the method for processing business further include:
111, second voice messaging is converted into the second text；
112, text formatting processing is carried out to the text, generates the second reference format text；
Wherein, 111 and 112 realization process is similar with 201 and 202 respectively, and details are not described herein.
113, when identify do not meet preset professional qualification information in the second reference format text when, according to preparatory
Trained interaction models generate professional qualification and confirm sentence, confirm that sentence generates consulting result according to the professional qualification；
114, when identify in the second reference format text comprising meet preset professional qualification information when, send with
The call instruction of the relevant application programming interface of the business identified generates consulting result.
For 113, such as: tentative standard format text is " I wants card bill of making a credit inquiry ", more it is apparent that the standard
Having lacked the Credit Statement time to be inquired in question text, (in this example, the bill time is exactly a kind of professional qualification letter
Breath), such as: the Credit Statement in January, 2017 or annual Credit Statement etc. in 2016.So interactive engine will
It can be directed to the reference format text, according to interaction models trained in advance, question closely the user, such as " may I ask will specifically look into for generation
Inquiry row card bill what time period " etc. questions closely sentence to confirm that specific professional qualification.Certainly, the preparatory instruction
Experienced interaction models, can by server previously according in artificial customer service system alternate statement relevant to business and scene training
It forms, does not constitute the restriction to the application here.
For 114, when business corresponding to interactive engine has identified reference format text, it will call the business
API obtain corresponding business information to access the business.
Such as: tentative standard format text is " I will inquire the bill in January, 2017 ", then, the interactive mode engine
After identifying to the reference format text, the API of bill inquiry business will be called, to access bill inquiry business, by user
The bill information in the January, 2017 to be inquired is as consulting result.
In conjunction with above content as it can be seen that under the action of above-mentioned a variety of consulting engines, it can be proposed for user more
The problem of memberization, is handled, and returns to the answer of user's diversification, can direct self-aided terminal for some simple business
It is handled under the assistance of equipment.
Certainly, in practical application, different consulting engines can also be added according to the needs of practical application, here not
Constitute the restriction to the application.
It should be understood that the size of the serial number of each step is not meant that the order of the execution order in above-described embodiment, each process
Execution sequence should be determined by its function and internal logic, the implementation process without coping with the embodiment of the present invention constitutes any limit
It is fixed.
Embodiment two
Referring to FIG. 3, it illustrates the signals of data processing equipment when voice provided by Embodiment 2 of the present invention consulting
Figure.The data processing equipment when voice is seeked advice from, comprising: the first acquisition module 31, the first determining module 32, second determines mould
Block 33, the second acquisition module 34 obtain module 35, matching module 36, the first reminding module 37 and the second reminding module 38.Its
In, the concrete function of each module is as follows:
First acquisition module 31, for acquiring the first voice messaging of user；
First determining module 32, for determining type of service corresponding to first voice messaging；
Second determining module 33, for determining the indispensable material information of the type of service according to the type of service；
Second acquisition module 34, for acquiring the second voice messaging of user；
Module 35 is obtained, is that the type of service prepares for obtaining the user according to second voice messaging
Prepare material information；
Matching module 36, for the type of service to be ready for material information and indispensable material information progress
Match, obtains matching result；
First reminding module 37 issues if being that the material that user prepares is complete for the matching result about user
It waits to carry out the prompting message of business handling；
Second reminding module 38, if being that the material that user prepares is not complete for the matching result, according to described
The material information for lacking preparation is obtained with result, and the prompting for lacking the material information of preparation about supplement is sent to the user
Information.
Optionally, the first determining module 32, comprising:
Converting unit 321, for first voice messaging to be converted to the first text；
Processing unit 322 generates the first reference format text for carrying out text formatting processing to first text；
First acquisition unit 323, for obtaining the keyword for belonging to default dictionary in the reference format text；
Determination unit 324 matches the keyword with the first mapping table, determines that the reference format text institute is right
The type of service answered, first mapping table have recorded the corresponding relationship of keyword and each preset type of service.
Optionally, the second determining module 33 includes:
Extraction unit 331, for extracting the keyword for belonging to default dictionary in the first reference format text；
Judging unit 332, in the indispensable material information for judging pre-stored each type of service with the presence or absence of with
The corresponding type of service of the keyword；
Second acquisition unit 333, if for existing and institute in the indispensable material information of pre-stored each type of service
The corresponding type of service of keyword is stated, then obtains indispensable material information corresponding with the type of service；
Third acquiring unit 334, if in the indispensable material information of pre-stored each type of service there is no with
The corresponding type of service of the keyword, then retrieval business information corresponding with the keyword, root in default knowledge base
It is associated with the type of service according to the business information, obtains indispensable material information corresponding with the type of service.
Optionally, the data processing equipment 30 when voice is seeked advice from further include:
Third determining module determines the first reference format text for the history Question Log according to the user
With the incidence relation of the history Question Log；
First generation module, for generating according to the history Question Log with the reference format text with incidence relation
Seek advice from result.
Optionally, the data processing equipment 30 when the voice is seeked advice from further include:
Conversion module, for second voice messaging to be converted to the second text；
Second generation module generates the second reference format text for carrying out text formatting processing to the text；
Third generation module identifies that preset professional qualification is not met in the second reference format text to be believed for working as
When breath, professional qualification is generated according to interaction models trained in advance and confirms sentence, confirm that sentence generates according to the professional qualification
Seek advice from result；
4th generation module identifies in the second reference format text for working as comprising meeting preset professional qualification
When information, the call instruction of application programming interface relevant to the business identified is sent, generates consulting result.
Data processing equipment when voice provided in an embodiment of the present invention is seeked advice from, the first voice by acquiring user are believed
Breath, determines type of service corresponding to first voice messaging, according to the type of service determine the type of service must
Standby material information, acquires the second voice messaging of user, and obtaining the user according to second voice messaging is the business
What type prepared is ready for material information, and the type of service is ready for material information and indispensable material information progress
Matching obtains matching result, if the matching result is that the material that user prepares is complete, issues and waits about user to carry out
The prompting message of business handling obtains if the matching result is that the material that user prepares is not complete according to the matching result
The material information for lacking preparation is taken, and sends the prompting message for lacking the material information of preparation about supplement to the user, with
So that the user for lacking data is automatically exited from the sequence of row number, so as to shorten the user's subsequent user for lacking data etc.
To the time, the business handling time is accelerated, avoids the just offhand complete situation appearance of discovery material after the number of being discharged to, from
And the efficiency of business handling is improved, and improve the success rate of business handling.
Embodiment three
Fig. 6 is the schematic diagram for the terminal device that the embodiment of the present invention three provides.As shown in fig. 6, the terminal of the embodiment is set
Standby 6 include: processor 60, memory 61 and are stored in the meter that can be run in the memory 61 and on the processor 60
Calculation machine program 62, such as data processing method program when voice consulting.The processor 60 executes the computer program 62
The step in data processing method embodiment when Shi Shixian above-mentioned each voice consulting, for example, step 101 shown in FIG. 1 to
108.Alternatively, the processor 60 realized when executing the computer program 62 in above-mentioned each Installation practice each module and/or
The function of unit, such as the function of module 31 to 38 shown in Fig. 3.
Illustratively, the computer program 62 can be divided into one or more module/units, it is one or
Multiple module/units are stored in the memory 61, and are executed by the processor 60, to complete the present invention.Described one
A or multiple module/units can be the series of computation machine program instruction section that can complete specific function, which is used for
Implementation procedure of the computer program 62 in the terminal device 6 is described.For example, the computer program 62 can be divided
It is cut into the first acquisition module, the first determining module, the second determining module, the second acquisition module obtains module, matching module, the
One reminding module and the second reminding module.Wherein, the concrete function of each module is as follows:
First acquisition module, for acquiring the first voice messaging of user；
First determining module, for determining type of service corresponding to first voice messaging；
Second determining module, for determining the indispensable material information of the type of service according to the type of service；
Second acquisition module, for acquiring the second voice messaging of user；
Module is obtained, is the standard that the type of service prepares for obtaining the user according to second voice messaging
Standby material information；
Matching module, for the type of service to be ready for material information and indispensable material information progress
Match, obtains matching result；
First reminding module issues if being that the material that user prepares is complete for the matching result about user etc.
To the prompting message to carry out business handling；
Second reminding module, if being that the material that user prepares is not complete for the matching result, according to the matching
As a result the material information for lacking preparation is obtained, and sends the prompting letter for lacking the material information of preparation about supplement to the user
Breath.
The terminal device 6 can be the calculating such as desktop PC, notebook, palm PC and cloud server and set
It is standby.The terminal device may include, but be not limited only to, processor 60, memory 61.It will be understood by those skilled in the art that Fig. 6
The only example of terminal device 6 does not constitute the restriction to terminal device 6, may include than illustrating more or fewer portions
Part perhaps combines certain components or different components, such as the terminal device can also include input-output equipment, net
Network access device, bus etc..
Alleged processor 60 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 memory 61 can be the internal storage unit of the terminal device 6, such as the hard disk or interior of terminal device 6
It deposits.The memory 61 is also possible to the External memory equipment of the terminal device 6, such as be equipped on the terminal device 6
Plug-in type hard disk, intelligent memory card (Smart Media Card, SMC), secure digital (Secure Digital, SD) card dodge
Deposit card (Flash Card) etc..Further, the memory 61 can also both include the storage inside list of the terminal device 6
Member also includes External memory equipment.The memory 61 is for storing needed for the computer program and the terminal device
Other programs and data.The memory 61 can be also used for temporarily storing the data that has exported or will export.
It is apparent to those skilled in the art that for convenience of description and succinctly, only with above-mentioned each function
Can unit, module division progress for example, in practical application, can according to need and by above-mentioned function distribution by different
Functional unit, module are completed, i.e., the internal structure of described device is divided into different functional unit or module, more than completing
The all or part of function of description.Each functional unit in embodiment, module can integrate in one processing unit, can also
To be that each unit physically exists alone, can also be integrated in one unit with two or more units, it is above-mentioned integrated
Unit both can take the form of hardware realization, can also realize in the form of software functional units.In addition, each function list
Member, the specific name of module are also only for convenience of distinguishing each other, the protection scope being not intended to limit this application.Above system
The specific work process of middle unit, module, can refer to corresponding processes in the foregoing method embodiment, and details are not described herein.
In the above-described embodiments, it all emphasizes particularly on different fields to the description of each embodiment, is not described in detail or remembers in some embodiment
The part of load may refer to the associated description of other embodiments.
Those of ordinary skill in the art may be aware that list described in conjunction with the examples disclosed in the embodiments of the present disclosure
Member and algorithm steps can be realized with the combination of electronic hardware or computer software and electronic hardware.These functions are actually
It is implemented in hardware or software, the specific application and design constraint depending on technical solution.Professional technician
Each specific application can be used different methods to achieve the described function, but this realization is it is not considered that exceed
The scope of the present invention.
In embodiment provided by the present invention, it should be understood that disclosed device/terminal device and method, it can be with
It realizes by another way.For example, device described above/terminal device embodiment is only schematical, for example, institute
The division of module or unit is stated, only a kind of logical function partition, there may be another division manner in actual implementation, such as
Multiple units or components can be combined or can be integrated into another system, or some features can be ignored or not executed.Separately
A bit, shown or discussed mutual coupling or direct-coupling or communication connection can be through some interfaces, device
Or the INDIRECT COUPLING or communication connection of unit, it can be electrical property, mechanical or other forms.
The unit as illustrated by the separation member may or may not be physically separated, aobvious as unit
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.It can select some or all of unit therein according to the actual needs to realize the mesh of this embodiment scheme
's.
It, can also be in addition, the functional units in various embodiments of the present invention may be integrated into 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 software functional units.
If the integrated module/unit be realized in the form of SFU software functional unit and as independent product sale or
In use, can store in a computer readable storage medium.Based on this understanding, the present invention realizes above-mentioned implementation
All or part of the process in example method, can also instruct relevant hardware to complete, the meter by computer program
Calculation machine program can be stored in a computer readable storage medium, the computer program when being executed by processor, it can be achieved that on
The step of stating each embodiment of the method.Wherein, the computer program includes computer program code, the computer program
Code can be source code form, object identification code form, executable file or certain intermediate forms etc..Computer-readable Jie
Matter may include: can carry the computer program code any entity or device, recording medium, USB flash disk, mobile hard disk,
Magnetic disk, CD, computer storage, 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 described
The content that computer-readable medium includes can carry out increasing appropriate according to the requirement made laws in jurisdiction with patent practice
Subtract, such as does not include electric carrier signal and electricity according to legislation and patent practice, computer-readable medium in certain jurisdictions
Believe signal.
Embodiment described above is merely illustrative of the technical solution of the present invention, rather than its limitations；Although referring to aforementioned reality
Applying example, invention is explained in detail, those skilled in the art should understand that: it still can be to aforementioned each
Technical solution documented by embodiment is modified or equivalent replacement of some of the technical features；And these are modified
Or replacement, the spirit and scope for technical solution of various embodiments of the present invention that it does not separate the essence of the corresponding technical solution should all
It is included within protection scope of the present invention.
Claims (10)
- Data processing method when 1. a kind of voice is seeked advice from characterized by comprisingAcquire the first voice messaging of user；Determine type of service corresponding to first voice messaging；The indispensable material information of the type of service is determined according to the type of service；Acquire the second voice messaging of user；The user, which is obtained, according to second voice messaging is ready for material information for what the type of service prepared；The material information that is ready for of the type of service is matched with the indispensable material information, obtains matching result；If the matching result is that the material that user prepares is complete, issues and waited about user to carry out the prompting of business handling Information；If the matching result is that the material that user prepares is not complete, the material for lacking preparation is obtained according to the matching result Information, and the prompting message for lacking the material information of preparation about supplement is sent to the user.
- Data processing method when 2. voice according to claim 1 is seeked advice from, which is characterized in that determine first voice Type of service corresponding to information, comprising:First voice messaging is converted into the first text；Text formatting processing is carried out to first text, generates the first reference format text；Obtain the keyword for belonging to default dictionary in the reference format text；The keyword is matched with the first mapping table, determines type of service corresponding to the reference format text, institute State the corresponding relationship that the first mapping table has recorded keyword and each preset type of service.
- Data processing method when 3. voice according to claim 2 is seeked advice from, which is characterized in that according to the type of service The indispensable material information for determining the type of service includes:Extract the keyword for belonging to default dictionary in the first reference format text；Judge in the indispensable material information of pre-stored each type of service with the presence or absence of business corresponding with the keyword Type；If there is type of service corresponding with the keyword in the indispensable material information of pre-stored each type of service, Obtain indispensable material information corresponding with the type of service；If type of service corresponding with the keyword is not present in the indispensable material information of pre-stored each type of service, The then retrieval business information corresponding with the keyword in default knowledge base, is associated with the business according to the business information Type obtains indispensable material information corresponding with the type of service.
- Data processing method when 4. voice according to claim 2 is seeked advice from, which is characterized in that according to second language User described in sound acquisition of information is ready for after material information for what the type of service prepared, further includes:According to the history Question Log of the user, the pass of the first reference format text Yu the history Question Log is determined Connection relationship；According to the history Question Log with the reference format text with incidence relation, consulting result is generated.
- Data processing method when 5. voice according to claim 1 is seeked advice from, which is characterized in that according to second language User described in sound acquisition of information is ready for after material information for what the type of service prepared, further includes:Second voice messaging is converted into the second text；Text formatting processing is carried out to the text, generates the second reference format text；When identify do not meet preset professional qualification information in the second reference format text when, according to friendship trained in advance Mutual model generates professional qualification and confirms sentence, confirms that sentence generates consulting result according to the professional qualification；When identifying in the second reference format text includes to meet preset professional qualification information, sends and identify The call instruction of the relevant application programming interface of the business generates consulting result.
- Data processing equipment when 6. a kind of voice is seeked advice from characterized by comprisingFirst acquisition module, for acquiring the first voice messaging of user；First determining module, for determining type of service corresponding to first voice messaging；Second determining module, for determining the indispensable material information of the type of service according to the type of service；Second acquisition module, for acquiring the second voice messaging of user；Module is obtained, is ready for material for obtaining the user according to second voice messaging for what the type of service prepared Expect information；Matching module is obtained for matching the material information that is ready for of the type of service with the indispensable material information Obtain matching result；First reminding module, if for the matching result be user prepare material it is complete, issue about user wait with Carry out the prompting message of business handling；Second reminding module, if being that the material that user prepares is not complete for the matching result, according to the matching result The material information for lacking preparation is obtained, and sends the prompting message for lacking the material information of preparation about supplement to the user.
- Data processing equipment when 7. voice according to claim 6 is seeked advice from, which is characterized in that described first determines mould Block, comprising:Converting unit, for first voice messaging to be converted to the first text；Processing unit generates the first reference format text for carrying out text formatting processing to first text；First acquisition unit, for obtaining the keyword for belonging to default dictionary in the reference format text；The keyword is matched with the first mapping table, determines industry corresponding to the reference format text by determination unit Service type, first mapping table have recorded the corresponding relationship of keyword and each preset type of service.
- Data processing equipment when 8. voice according to claim 7 is seeked advice from, which is characterized in that the second determining module packet It includes:Extraction unit, for extracting the keyword for belonging to default dictionary in the first reference format text；Judging unit, whether there is in the indispensable material information for judging pre-stored each type of service and the key The corresponding type of service of word；Second acquisition unit, if for existing and the keyword in the indispensable material information of pre-stored each type of service Corresponding type of service then obtains indispensable material information corresponding with the type of service；Third acquiring unit, if for being not present and the key in the indispensable material information of pre-stored each type of service The corresponding type of service of word then retrieves business information corresponding with the keyword in default knowledge base, according to the industry Type of service described in information association of being engaged in obtains indispensable material information corresponding with the type of service.
- 9. a kind of terminal device, including memory, processor and storage are in the memory and can be on the processor The computer program of operation, which is characterized in that the processor realizes such as claim 1 to 5 when executing the computer program The step of any one the method.
- 10. a kind of computer readable storage medium, the computer-readable recording medium storage has computer program, and feature exists In when the computer program is executed by processor the step of any one of such as claim 1 to 5 of realization the method.
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Application publication date: 20190621 |