CN109993434B

CN109993434B - Information processing method

Info

Publication number: CN109993434B
Application number: CN201910251673.7A
Authority: CN
Inventors: 赵国光; 张煜; 丁琦城; 杨双涛; 胡长建
Original assignee: Lenovo Beijing Ltd
Current assignee: Lenovo Beijing Ltd
Priority date: 2019-03-29
Filing date: 2019-03-29
Publication date: 2023-04-28
Anticipated expiration: 2039-03-29
Also published as: CN109993434A

Abstract

The embodiment of the application discloses an information processing method which is applied to an intelligent customer service dialogue system, wherein the intelligent customer service dialogue system can respond to received input information and provide feedback information, and the method comprises the following steps: acquiring input information of a user in the current conversation process and feedback information output by an intelligent customer service conversation system; based on the input information of the user and the feedback information corresponding to the input information, determining preset parameter information of the current dialogue process; if the current time meets the preset conditions, pushing information generated based on the preset parameter information to the user, wherein the pushing information is used for enabling the user to evaluate the current dialogue process, and the user is not required to be queried for the evaluation of the current dialogue process by adopting a fixed questionnaire only when the user finishes the interaction with the intelligent customer service dialogue system, so that the method is rich in form, the probability of obtaining the evaluation of the current dialogue process by the user is improved, and further optimization of the intelligent customer service dialogue system is facilitated.

Description

Information processing method

Technical Field

The present disclosure relates to the field of information technologies, and in particular, to an information processing method.

Background

With the development of electronic technology, the application of intelligent customer service dialogue systems is becoming more and more widespread. In the application process of the current intelligent customer service dialogue system, the evaluation of the user on the interaction process of the intelligent customer service dialogue system and the user is obtained, and is an essential link for improving the service of the intelligent customer service dialogue system.

In the application field of the existing intelligent customer service dialogue system, after the interaction between the intelligent customer service dialogue system and a user is finished, a fixed questionnaire is pushed to the user, and the user can obtain the evaluation of the interaction process by filling the questionnaire, so that the form is single, and the further optimization of the intelligent customer service dialogue system is not facilitated.

Disclosure of Invention

The embodiment of the application provides an information processing method which is applied to an intelligent customer service dialogue system, wherein the intelligent customer service dialogue system can respond to received input information and provide feedback information, and the method comprises the following steps:

acquiring input information of a user in the current conversation process and feedback information output by the intelligent customer service conversation system;

based on the input information of the user and the feedback information corresponding to the input information, determining preset parameter information of the current dialogue process;

and pushing information generated based on the preset parameter information to a user if the current time meets the preset condition, wherein the pushing information is used for enabling the user to evaluate the current dialogue process.

Optionally, determining the preset parameter information of the current dialogue process based on the input information of the user and the feedback information corresponding to the input information of the user includes:

Determining the score of the reply speed of the intelligent customer service dialogue system based on the input time of the input information of the user and the output time of the corresponding feedback information in the current dialogue process;

and determining the score of the reply content of the intelligent customer service dialogue system based on the operation of the user after the intelligent customer service dialogue system outputs the feedback information in the current dialogue process.

Optionally, determining a score of the reply speed of the intelligent customer service dialogue system based on the input time of the input information of the user and the output time of the corresponding feedback information in the current dialogue process:

setting the full score of the reply speed of the intelligent customer service dialogue system as a first score;

if the difference between the input time of N pieces of input information of the user and the output time of the corresponding feedback information is larger than the first time in the current conversation process, the score of the reply speed of the intelligent customer service conversation system in the current conversation process is a first score-N, wherein N is a positive integer.

Optionally, if the score of the reply speed of the intelligent customer service dialogue system is within the first score range in the current dialogue process, the corresponding weight is the first weight;

If the score of the reply speed of the intelligent customer service dialogue system is in the second score range in the current dialogue process, the corresponding weight is the second weight;

if the score of the reply speed of the intelligent customer service dialogue system is in the third score range in the current dialogue process, the corresponding weight is a third weight;

wherein the score in the first score range is greater than the score in the second score range and greater than the score in the third score range, and the first weight is less than the second weight and less than the third weight.

Optionally, based on the operation of the user after the intelligent customer service dialogue system outputs the feedback information in the current dialogue process, determining the score of the reply content of the intelligent customer service dialogue system includes at least one of the following contents:

determining a first score of reply content of the intelligent customer service dialogue system based on an operation action of a user after the intelligent customer service dialogue system outputs feedback information in the current dialogue process;

determining a second score of reply content of the intelligent customer service dialogue system based on time of operation action performed by a user after feedback information is output by the intelligent customer service dialogue system in the current dialogue process;

And determining a third score of the reply content of the intelligent customer service dialogue system based on the number of operation steps included in the feedback information output by the intelligent customer service dialogue system in the current dialogue process.

Optionally, based on an operation action of a user after the intelligent customer service dialogue system outputs feedback information in a current dialogue process, determining a first score of reply content of the intelligent customer service dialogue system includes:

if M pieces of operation actions of users after the intelligent customer service dialogue system outputs feedback information in the current dialogue process meet a first condition, the first score of the reply content of the intelligent customer service dialogue system in the current dialogue process is M, wherein M is an integer;

based on the time of the user performing the operation action after the feedback information is output by the intelligent customer service dialogue system in the current dialogue process, determining the second score of the reply content of the intelligent customer service dialogue system comprises:

if the time of the operation action performed by the K users after the feedback information is output by the intelligent customer service dialogue system exceeds the second time in the current dialogue process, the second score of the reply content of the intelligent customer service dialogue system in the current dialogue process is K, wherein K is an integer;

Based on the number of operation steps included in the feedback information output by the intelligent customer service dialogue system in the current dialogue process, determining a third score of the reply content of the intelligent customer service dialogue system includes:

and if the number of operation steps included in the feedback information output by the intelligent customer service dialogue system in the current dialogue process is L, the third score of the reply content of the intelligent customer service dialogue system is L, wherein L is an integer.

Optionally, if the first score of the reply content of the intelligent customer service dialogue system is within the fourth score range, the corresponding weight is a fourth weight;

if the first score of the reply content of the intelligent customer service dialogue system is in the fifth score range in the current dialogue process, the corresponding weight is a fifth weight;

if the first score of the reply content of the intelligent customer service dialogue system is in the sixth score range in the current dialogue process, the corresponding weight is a sixth weight;

wherein the score in the fourth score range is less than the score in the fifth score range and less than the score in the sixth score range, the fourth weight being less than the fifth weight and less than the sixth weight;

If the second score of the reply content of the intelligent customer service dialogue system is in the seventh score range in the current dialogue process, the corresponding weight is a seventh weight;

if the second score of the reply content of the intelligent customer service dialogue system is in the eighth score range in the current dialogue process, the corresponding weight is the eighth weight;

if the second score of the reply content of the intelligent customer service dialogue system is in the ninth score range in the current dialogue process, the corresponding weight is the ninth weight;

wherein the score in the seventh score range is less than the score in the eighth score range and less than the score in the ninth score range, the seventh weight being less than the eighth weight and less than the ninth weight;

if the third score of the reply content of the intelligent customer service dialogue system is in a tenth value range in the current dialogue process, the corresponding weight is tenth weight;

if the third score of the reply content of the intelligent customer service dialogue system is in the eleventh score range in the current dialogue process, the corresponding weight is the eleventh weight;

if the third score of the reply content of the intelligent customer service dialogue system is in the twelfth score range in the current dialogue process, the corresponding weight is twelfth weight;

Wherein the score in the tenth range of values is less than the score in the eleventh range of values and less than the score in the twelfth range of values, the tenth weight being less than the eleventh weight being less than the twelfth weight.

Optionally, if the current time meets the preset condition, pushing the pushing information generated based on the preset parameter information to the user includes at least one of the following:

if the current time meets a first preset condition, pushing first pushing information generated based on the preset parameter information to a user, wherein the first preset condition is that the predicted reading time of feedback information output by the intelligent customer service dialogue system is longer than a third time;

if the current time meets a second preset condition, pushing second pushing information generated based on the preset parameter information to a user, wherein the second preset condition is that after the intelligent customer service dialogue system outputs feedback information, the user executes an operation of changing to manual customer service;

if the current time meets a third preset condition, third pushing information generated based on the preset parameter information is pushed to a user, wherein the third preset condition is that after the intelligent customer service dialogue system outputs feedback information, input information of the user is not received in a fourth time or a current interface of the intelligent customer service dialogue system is closed.

Optionally, the method for obtaining push information includes:

calculating the weight of each piece of preset parameter information and the product of the specific gravity of the weight of each piece of preset parameter information under the preset condition, and determining the priority of pushing information corresponding to each piece of preset parameter information;

determining the push information output by the intelligent customer service dialogue system according to the priority of the push information corresponding to each piece of preset parameter information;

the specific gravity of each preset parameter under the first preset condition, the specific gravity of each preset parameter under the second preset condition and the specific gravity of each preset parameter under the third preset condition are not identical.

Optionally, under the first preset condition, the specific gravity corresponding to the second score is greater than the specific gravity corresponding to the third score, and the specific gravity corresponding to the first score is greater than the specific gravity corresponding to the score of the reply speed of the intelligent customer service dialogue system;

under the second preset condition, the specific gravity corresponding to the score with the first score larger than the reply speed of the intelligent customer service dialogue system is larger than the specific gravity corresponding to the second score and the specific gravity corresponding to the third score;

and under the third preset condition, the specific gravity corresponding to the first score is equal to the specific gravity corresponding to the score of the reply speed of the intelligent customer service dialogue system, and the specific gravity corresponding to the second score is equal to the specific gravity corresponding to the third score.

According to the technical scheme provided by the embodiment of the application, the push information pushed to the user by the intelligent customer service dialogue system is generated based on the preset parameter information of the current dialogue process, but not the fixed questionnaire, so that the information processing method provided by the embodiment of the application can push the corresponding push information to the user in a targeted manner based on the current dialogue process, the relevance of the push information and the current dialogue process is improved, the most desirable evaluation information of the intelligent customer service dialogue system in the current time is obtained, and further the further optimization of the intelligent customer service dialogue system is facilitated.

In addition, in the technical scheme provided by the embodiment of the application, the push information generated based on the preset parameter information is pushed to the user in a period of time when the user possibly idles, so that the evaluation of the user on the current dialogue process is inquired, and the evaluation of the user on the current dialogue process is not inquired only by adopting a fixed questionnaire when the user finishes the interaction with the intelligent customer service dialogue system, so that the evaluation probability of the user on the current dialogue process is improved, and further optimization of the intelligent customer service dialogue system is facilitated.

Drawings

In order to more clearly illustrate the embodiments of the present application or the technical solutions in the prior art, the drawings that are required in the embodiments or the description of the prior art will be briefly described below, it being obvious that the drawings in the following description are only some embodiments of the present application, and that other drawings may be obtained according to these drawings without inventive effort for a person skilled in the art.

Fig. 1 is a flowchart of an information processing method according to an embodiment of the present application.

Detailed Description

The following description of the embodiments of the present application will be made clearly and fully with reference to the accompanying drawings, in which it is evident that the embodiments described are only some, but not all, of the embodiments of the present application. All other embodiments, which can be made by one of ordinary skill in the art without undue burden from the present disclosure, are within the scope of the present disclosure.

In the following description, numerous specific details are set forth in order to provide a thorough understanding of the present application, but the present application may be practiced in other ways other than those described herein, and persons skilled in the art will readily appreciate that the present application is not limited to the specific embodiments disclosed below.

The embodiment of the application provides an information processing method which is applied to an intelligent customer service dialogue system, wherein the intelligent customer service dialogue system can respond to received input information and provide feedback information. As shown in fig. 1, the information processing method includes:

s1: and acquiring input information of a user in the current conversation process and feedback information output by the intelligent customer service conversation system.

It should be noted that, in this embodiment of the present application, the current session refers to a session from the interaction between a user and an intelligent customer service session system to a current time point, and input information of the user and feedback information output by the intelligent customer service session system in the current session refer to starting time points from the interaction between the user and the intelligent customer service session system, and the current time points are ending time points, where information input by the user to the intelligent session system and feedback information output by the intelligent customer service session system in the time periods. The starting point of the current dialogue process can be any time in the complete dialogue process from the beginning of the interaction with the intelligent customer service dialogue system to the beginning of the exit of the intelligent customer service dialogue system.

S2: and determining preset parameter information of the current dialogue process based on the input information of the user and the feedback information corresponding to the input information.

Optionally, in an embodiment of the present application, determining, based on the input information of the user and the feedback information corresponding to the input information, preset parameter information of the current session includes:

s201: and determining the score of the reply speed of the intelligent customer service dialogue system based on the input time of the input information of the user and the output time of the corresponding feedback information in the current dialogue process. Wherein, the score of the reply speed of the intelligent customer service dialogue system can be used as a representation of the fluency of the current dialogue process.

The current intelligent customer service dialogue system is a dialogue system based on task driving, and the calling modules are numerous, so that when the user access amount is concentrated, the phenomenon of low reply speed is likely to exist. While in the process of the user interacting with the intelligent customer service dialogue system, the longer the user waits for a reply, the lower the satisfaction degree of the current dialogue process. Therefore, on the basis of the above embodiments, in one embodiment of the present application, determining the score of the reply speed of the intelligent customer service dialogue system based on the input time of the input information of the user and the output time of the corresponding feedback information in the current dialogue process includes:

if the difference between the input time of N pieces of input information of the user and the output time of the corresponding feedback information is larger than the first time in the current conversation process, the score of the reply speed of the intelligent customer service conversation system is a first score-N in the current conversation process, wherein N is a positive integer.

In this embodiment of the present application, the first score may be 10 minutes, that is, 10 minutes and full minutes, or 100 minutes, that is, 100 minutes and full minutes, or other values, which are not limited in this application, and may be determined as appropriate.

It should be further noted that, in this embodiment of the present application, the more times that the difference between the input time of the input information of the user and the output time of the corresponding feedback information is greater than the first time in the current session, the higher the N value indicates that in the current session, the slower the speed of the feedback information output by the intelligent customer service session system, the worse the smoothness of the current session, the worse the user experience, that is, the lower the satisfaction degree of the user to the current session, that is, the lower the number of times that the difference between the input time of the input information of the user and the output time of the corresponding feedback information is greater than the first time in the current session, the lower the N value indicates that in the current session, the faster the speed of the feedback information output by the intelligent customer service session system, the better the smoothness of the current session, the better the user experience, that is, the higher the satisfaction degree of the user to the response speed of the intelligent customer service session, that is, the higher the satisfaction degree of the user to the current session.

For convenience of description, the information processing method provided in the embodiment of the present application will be described below by taking the first score as 10 as an example.

Specifically, if the difference between the input time of 1 piece of input information of the user and the output time of the corresponding feedback information is greater than the first time from the beginning of the interaction between the user and the intelligent customer service dialogue system to date, the score of the reply speed of the intelligent customer service dialogue system in the current dialogue process is a first score-1, namely 10-1=9, that is, if 1 piece of information is replied slowly from the beginning of the interaction between the user and the intelligent customer service dialogue system to date after the input information of the user, the score of the reply speed of the intelligent customer service dialogue system in the current dialogue process is a first score-1, namely 9; if the difference between the input time of 2 pieces of input information of the user and the output time of the corresponding feedback information is greater than the first time from the start of the interaction of the user with the intelligent customer service dialogue system to date, the score of the reply speed of the intelligent customer service dialogue system in the current dialogue process is a first score-2, namely 10-2=8 points, namely if the intelligent customer service dialogue system has 2 pieces of slower reply information from the start of the interaction of the user with the intelligent customer service dialogue system to date after the input of the information of the user, the score of the reply speed of the intelligent customer service dialogue system in the current dialogue process is a first score-2, namely 8 points, and so on.

It should be noted that, in the current session, the number of information input by the user may be smaller than the number corresponding to the first score, may be equal to the number corresponding to the first score, or may be greater than the number corresponding to the first score, so in the application embodiment, the score of the reply speed of the intelligent customer service session system may be a positive number, may be zero, or may be a negative number in the current session. The present application is not limited thereto, and is specific as the case may be.

It should be further noted that, because the average response speed of the current intelligent customer service dialogue system is about 500ms, in one embodiment of the present application, the first time is 500ms, but the present application is not limited thereto, and in other embodiments of the present application, the first time may also be other values, which is specific to the situation.

S202: and determining the score of the reply content of the intelligent customer service dialogue system based on the operation of the user after the intelligent customer service dialogue system outputs the feedback information in the current dialogue process.

Based on any of the foregoing embodiments, in one embodiment of the present application, based on an operation of a user after the intelligent customer service session system outputs feedback information in a current session, determining a score of a reply content of the intelligent customer service session system includes at least one of the following:

Determining a first score of reply content of the intelligent customer service dialogue system based on an operation action of a user after the intelligent customer service dialogue system outputs feedback information in a current dialogue process, wherein the operation action of the user after the intelligent customer service dialogue system outputs the feedback information can be used for representing whether the feedback information output by the intelligent customer service dialogue system is proper or not, and the more proper the feedback information output by the intelligent customer service dialogue system is, the smoother the current dialogue process is, otherwise, the more improper the feedback information output by the intelligent customer service dialogue system is, and the less smooth the current dialogue process is, so that the first score can be used as another representation of smoothness of the current dialogue process;

determining a second score of reply content of the intelligent customer service dialogue system based on time of operation action of a user after the intelligent customer service dialogue system outputs feedback information in a current dialogue process, wherein time of operation action of the user after the intelligent customer service dialogue system outputs the feedback information can be used for representing whether the feedback information is clear and easy to understand, and whether the feedback information provided by the intelligent customer service dialogue system is clear and easy to understand has a great degree of correlation with difficulty of solving problems of the user, specifically, a solution included in the feedback information provided by the intelligent customer service dialogue system is clear and easy to understand, the easier the user understands the feedback information, the higher the satisfaction is, the more fuzzy the acceptance of the feedback information is, and conversely, the more difficult the user understands the feedback information, the lower the satisfaction is, the lower the acceptance of the feedback information is, so that the second score can be used as a representation of the acceptance of the user to the intelligent customer service dialogue system in the current dialogue process;

Determining a third score of the reply content of the intelligent customer service dialogue system based on the number of operation steps included in the feedback information output by the intelligent customer service dialogue system in the current dialogue process, wherein the number of operation steps included in the feedback information output by the intelligent customer service dialogue system represents the complexity of operation performed when a user solves a problem, specifically, the simpler the operation performed when the user solves the problem is, the higher the acceptance of the user to the feedback information is, otherwise, the more complex the operation performed when the user solves the problem is, the lower the acceptance of the user to the feedback information is, so that the third score can be used as another representation of the acceptance of the user to the solution solved by the intelligent customer service dialogue system in the current dialogue process.

Optionally, on the basis of the foregoing embodiment, in one embodiment of the present application, based on an operation action of a user after the intelligent customer service dialogue system outputs feedback information in a current dialogue process, determining a first score of reply content of the intelligent customer service dialogue system includes:

if M pieces of operation actions of the user after the intelligent customer service dialogue system outputs feedback information in the current dialogue process meet a first condition, the first score of the reply content of the intelligent customer service dialogue system in the current dialogue process is M, wherein M is an integer.

In the process of the conversation conducted by the user, the user input information has the characteristics of randomness and the like, so that the intelligent customer service conversation system is easy to cause that the meaning expressed by the user is not understood, and the user experience is reduced. In the face of this phenomenon, users often try to change the expression mode to ask the same question, so that the intelligent customer service dialogue system understands that if after the user changes the expression mode for several times, the intelligent customer service dialogue system still does not understand, the smoothness of the current dialogue process will be greatly reduced, and the first score of the intelligent customer service dialogue system is affected.

In addition, in the interaction process of the user and the intelligent customer service dialogue system, feedback information output by the intelligent customer service dialogue system plays a role in guiding the user, if the feedback information output by the intelligent customer service dialogue system has a phenomenon that description is unclear, the feedback information can bring great trouble to the user, even the user cannot understand the feedback information directly, the smoothness of the current dialogue process is reduced, the first grading of the intelligent customer service dialogue system is influenced, at the moment, the user can inquire about a certain entity or relation in the feedback information, can directly request to establish communication connection with the artificial customer service, can directly end the current dialogue process, and exits the interaction interface of the intelligent customer service dialogue system.

Thus, on the basis of the above embodiment, in one embodiment of the present application, the first condition includes at least one of the user repeatedly asking the same problem, the user making a query for a certain entity or relationship in the feedback information, the user triggering a request to establish a communication connection with a human customer service, and the user directly ending the current session process. However, the present application is not limited thereto, and the present application is not limited thereto as the case may be.

It should be noted that, in this embodiment of the present application, the more times that the operation action of the user after the intelligent customer service dialogue system outputs the feedback information meets the first condition occurs in the current dialogue process, the higher the first score indicates that the more inappropriate the feedback information output by the intelligent customer service dialogue system is in the current dialogue process, the worse the fluency of the current dialogue process, the worse the user experience is, the lower the satisfaction degree of the current dialogue process is, and conversely, the less the times that the operation action of the user after the intelligent customer service dialogue system outputs the feedback information occurs in the current dialogue process meets the first condition, the lower the first score indicates that the more appropriate the feedback information output by the intelligent customer service dialogue system is in the current dialogue process, the better the fluency of the current dialogue process is, the better the user experience is, and the higher the satisfaction degree of the user is.

It should be further noted that, because the time of the user performing the operation after the intelligent customer service dialogue system outputs the feedback information is limited by the time of the user reading the feedback information and/or the time of understanding the feedback information, the time of the user performing the operation after the intelligent customer service dialogue system outputs the feedback information can be used to characterize whether the feedback information is clear and easy to understand, specifically, the time of the user reading the feedback information and understanding the feedback information is shorter, the time of the user performing the next operation is shorter in the intelligent customer service dialogue system outputting the feedback information, the time of the user reading the feedback information and understanding the feedback information is longer, and the time of the user performing the next operation is longer after the intelligent customer service dialogue system outputs the feedback information.

Moreover, when feedback information output by the intelligent customer service dialogue system is the same, the beliefs of different users are different, and understanding time is also different, so that for the same feedback information, after the intelligent customer service dialogue system outputs the feedback information, the time of the next operation action of different users is also different, therefore, the information method provided by the embodiment of the application can be based on the time of the intelligent customer service dialogue system waiting for a user to answer, and can be used for judging whether the feedback information output by the intelligent customer service dialogue system is clear and easy to understand in a targeted manner, thereby being beneficial to improving the matching degree of the intelligent customer service dialogue system and the user and further improving the service of the intelligent customer service dialogue system.

Optionally, on the basis of any one of the foregoing embodiments, in one embodiment of the present application, determining, based on a time of an operation action performed by a user after the intelligent customer service dialogue system outputs a feedback signal in a current dialogue process, a second score of reply content of the intelligent customer service dialogue system includes:

if the time of the operation action performed by the K users after the feedback information is output by the intelligent customer service dialogue system exceeds the second time in the current dialogue process, the second score of the reply content of the intelligent customer service dialogue system in the current dialogue process is K, wherein K is an integer.

It should be noted that in this embodiment of the present application, the more times that the time of the user performing the operation after the feedback information is output by the intelligent customer service dialogue system exceeds the second time in the current dialogue process, the higher the second score indicates that in the current dialogue process, the more fuzzy and difficult the feedback information output by the intelligent customer service dialogue system is, the worse the user experience is, the lower the satisfaction degree of the current dialogue process is, otherwise, the less the times that the time of the user performing the operation after the feedback information is output by the intelligent customer service dialogue system exceeds the second time is, the lower the second score indicates that in the current dialogue process, the clearer and easier the feedback information output by the intelligent customer service dialogue system is, the better the user experience is, and the higher the satisfaction degree of the current dialogue process is.

It should be further noted that, in the process of interaction between the user and the intelligent customer service dialogue system, many solutions provided by the intelligent customer service dialogue system require manual operations by the user, and how many operation steps included in the feedback information output by the intelligent customer service dialogue system directly affect the complexity of performing operations when the user solves the problem, specifically, the fewer operation steps included in the feedback information output by the intelligent customer service dialogue system, the less operation steps are performed when the user solves the problem based on the solution provided by the feedback information, the simpler the solution is, the higher the satisfaction of the user, whereas the more operation steps included in the feedback information output by the intelligent customer service dialogue system are, the more operation steps are performed when the user solves the problem based on the solution provided by the feedback information, the more the solution is complex, and the satisfaction of the user is lower.

Thus, on the basis of any one of the foregoing embodiments, in one embodiment of the present application, determining, based on the number of operation steps included in the feedback information output by the intelligent customer service session system during the current session, a third score of reply content of the intelligent customer service session system includes:

It should be noted that, in this embodiment of the present application, the more the number of operation steps included in the feedback information output by the intelligent customer service dialogue system in the current dialogue process, the higher the third score indicates that the more complex the solution in the feedback information output by the intelligent customer service dialogue system in the current dialogue process, the worse the user experience, the lower the satisfaction degree for the current dialogue process, whereas, the fewer the number of operation steps included in the feedback information output by the intelligent customer service dialogue system in the current dialogue process, the lower the third score indicates that the simpler the solution in the feedback information output by the intelligent customer service dialogue system in the current dialogue process, the better the user experience, and the higher the satisfaction degree for the current dialogue process.

It should be further noted that, for the solution with more operation steps, if there is no explicit indication, the user may be confused, so, based on the above embodiment, in one embodiment of the present application, the information processing method further includes:

If the number of operation steps included in the feedback information output by the intelligent customer service dialogue system is greater than R in the current dialogue process, the intelligent customer service dialogue system outputs the feedback information to the user in a preset form, where the preset form may include at least one of a picture, a video, and the like, so as to reduce the understanding difficulty of the user and improve the user experience, but the application is not limited thereto, and the application is specifically defined according to the situation.

In the embodiment of the present application, the specific numerical value of R is not limited, and may be determined according to circumstances.

S3: and pushing information generated based on the preset parameter information to a user if the current time meets the preset condition, wherein the pushing information is used for enabling the user to evaluate the current dialogue process.

In the information processing method provided by the embodiment of the present application, the push information pushed to the user by the intelligent customer service dialogue system is generated based on the preset parameter information of the current dialogue process, instead of a fixed questionnaire, so that the information processing method provided by the embodiment of the present application can push corresponding push information to the user in a targeted manner based on the current dialogue process, thereby improving the relevance between the push information and the current dialogue process, and being beneficial to obtaining the evaluation information most desired to be obtained by the intelligent customer service dialogue system at the current time, and further being beneficial to further optimizing the intelligent customer service dialogue system.

In addition, according to the information processing method provided by the embodiment of the application, the push information generated based on the preset parameter information is pushed to the user in a possible idle time period of the user, so that the evaluation of the user on the current dialogue process is inquired, and the evaluation of the user on the current dialogue process is not inquired only by adopting a fixed questionnaire when the user finishes the interaction with the intelligent customer service dialogue system, so that the evaluation of the user on the current dialogue process is richer in form, the probability of obtaining the evaluation of the user on the current dialogue process is improved, and further optimization of the intelligent customer service dialogue system is facilitated.

Optionally, in an embodiment of the present application, the time period of the possible space of the user may be waiting time for the user to switch to the manual service (i.e., waiting time after the current time is the waiting time after the user performs the operation of switching to the manual service after the feedback information is output by the intelligent service dialogue system), idle time after the user reads the feedback information output by the intelligent service dialogue system (i.e., the current time is the third time after the user reads the feedback information output by the intelligent service dialogue system), or time before the user exits the intelligent service dialogue system (i.e., the current time is the time when the current interface of the intelligent service dialogue system is closed) or time when the user does not input new information for a long time (i.e., the current time is the time when the input information of the user is not received in the fourth time after the feedback information is output by the intelligent service dialogue system). However, the present application is not limited thereto, and in other embodiments of the present application, the time period of the user's possible space may be other time periods, that is, the current time may be other time points, where appropriate.

Therefore, on the basis of the above embodiment, in one embodiment of the present application, if the current time meets the preset condition, pushing information generated based on the preset parameter information to the user includes at least one of the following:

if the current time meets a second preset condition, pushing second pushing information generated based on the preset parameter information to a user, wherein the second preset condition is that after the intelligent customer service dialogue system outputs feedback information, the user executes manual customer service switching operation;

if the current time meets a third preset condition, pushing third pushing information generated by a user based on the preset parameter information to the user, wherein the third preset condition is that after the intelligent customer service dialogue system outputs feedback information, the input information of the user is not received in a fourth time or the current interface of the intelligent customer service dialogue system is closed.

It should be noted that, in the interaction process between the user and the intelligent customer service dialogue system, even if the user has idle time, the duration of the idle time is generally shorter, and therefore, in the embodiment of the application, when information is pushed to the user, the aspects of the intelligent customer service dialogue system affecting the user satisfaction need to be ordered at different time points, so that the current time point is pushed to the user according to the current time point, and the most-wanted evaluation information of the intelligent customer service dialogue system is obtained, so that the most-focused evaluation information of the user on the intelligent customer service dialogue system is obtained quickly and effectively, and the intelligent customer service dialogue system is optimized to the greatest extent.

Optionally, in an embodiment of the present application, if the current time meets a preset condition, the information processing method provided in the embodiment of the present application pushes, to a user, push information generated based on the preset parameter information to be a piece of information corresponding to the intelligent customer service session system that performs worst in the current session process, so as to optimize the intelligent customer service session pair system to the greatest extent. However, the present application is not limited thereto, and the present application is not limited thereto as the case may be.

From the foregoing, it can be seen that the aspect of the intelligent customer service dialogue system affecting the user satisfaction at least includes how fast the intelligent customer service dialogue system replies, whether the content of the feedback information output by the intelligent customer service dialogue system is appropriate, whether the content of the feedback information output by the intelligent customer service dialogue system is clear and easy to understand, and how many operation steps the feedback information output by the intelligent customer service dialogue system includes. The most desirable evaluation information of the intelligent customer service dialogue system may be different in different time periods, so that in one embodiment of the application, the specific gravity of the aspects of the intelligent customer service dialogue system affecting the user satisfaction is not identical in different time points.

It should be noted that, during the interaction with the intelligent customer service dialogue system, if the feedback information output by the intelligent customer service dialogue system has already provided a solution, when a user reads the solution, there is no communication (i.e. no interaction) for a period of time, and when the no communication time is long, it indicates that there may be a problem in the feedback information output by the intelligent customer service dialogue system, at this time, the intelligent customer service dialogue system may pay more attention to the feasibility of the solution (such as whether the provided solution is clear and easy to understand, whether the solution is simple and easy to operate), or at this time, the intelligent customer service dialogue system may pay more attention to the degree of fit between the solution and the solution expected by the user, so, in one embodiment of the present application, the second corresponding specific gravity is greater than the third corresponding specific gravity is greater than the score corresponding to the first score, under the first preset condition.

Specifically, in one embodiment of the present application, under the first preset condition, the proportions of the first score, the second score, the third score, and the score of the reply speed of the intelligent customer service dialogue system are as shown in the following table 1:

TABLE 1

In the interaction process with the intelligent customer service dialogue system, if the feedback information output by the intelligent customer service dialogue system does not give a solution, the user directly triggers an operation of establishing a communication request with the manual customer service, and at this time, because the intelligent customer service dialogue system does not give a solution, the intelligent customer service dialogue system may pay more attention to the experience of the user using the intelligent customer service dialogue system, such as smoothness of the current conversation process (including a reply speed of the intelligent customer service dialogue system and/or whether the intelligent customer service dialogue system correctly understands the user intention, whether the output feedback information is proper or not, etc.), or whether the feedback information output by the intelligent customer service dialogue system is proper or not, at this time, the intelligent customer service dialogue system may pay more attention to the fit between the feedback information output by the intelligent customer service dialogue system and the feedback information expected by the user, so on the basis of any embodiment of the foregoing, in one embodiment of the application, under the second preset condition, the specific gravity corresponding to the first score is greater than the specific gravity corresponding to the specific gravity score corresponding to the reply speed of the intelligent customer service dialogue system and the second specific gravity score.

Specifically, in one embodiment of the present application, under the second preset condition, the proportions of the first score, the second score, the third score, and the score of the reply speed of the intelligent customer service dialogue system are as shown in the following table 2:

TABLE 2

In the interaction process with the intelligent customer service dialogue system, if the intelligent customer service dialogue system outputs feedback information and does not receive input information of a user within a fourth time, the user may leave the interaction interface with the intelligent customer service dialogue system, or the user directly triggers the operation that the current interface of the intelligent customer service dialogue system is closed, the user needs to leave the interaction interface with the intelligent customer service dialogue system and finishes the interaction with the intelligent customer service dialogue system, at this time, the current dialogue process covers the whole interaction process of the user and the intelligent customer service dialogue system, and in this case, the intelligent customer service dialogue system may pay more attention to the whole evaluation of the whole interaction process, so on the basis of any embodiment of the foregoing, in one embodiment of the present application, the specific gravity corresponding to the score that the first specific gravity is equal to the reply speed of the intelligent customer service dialogue system is equal to the specific gravity corresponding to the third score under the third preset condition.

Specifically, in one embodiment of the present application, under the third preset condition, the proportions of the first score, the second score, the third score, and the score of the reply speed of the intelligent customer service dialogue system are shown in the following table 3:

TABLE 3 Table 3

It should be noted that, on the basis of any one of the foregoing embodiments, in one embodiment of the present application, at a certain time point in the interaction process with the intelligent customer service dialogue system, the predicted reading time of the feedback information output by the intelligent customer service dialogue system may be longer than the third time, after the intelligent customer service dialogue system outputs the feedback information, the user performs the operation of transferring to the artificial customer service, the intelligent customer service dialogue system does not receive the input information of the user in the fourth time after the intelligent customer service dialogue system outputs the feedback information, and the current interface of the intelligent customer service dialogue system is closed, where in this case, in one embodiment of the present application, the information that should be pushed at the current time is determined based on the first phenomenon.

If the predicted reading time of the feedback information output by the intelligent customer service dialogue system is longer than the third time, the feedback information output by the intelligent customer service dialogue system indicates that a solution is given, then the user performs an operation of turning to manual customer service, at this time, the intelligent customer service dialogue system pays more attention to the fit degree of the solution given by the feedback information and the solution expected by the user, so that if the current time meets a first condition, the intelligent customer service dialogue system pushes push information corresponding to the first score to the user. However, the present application is not limited thereto, and in other embodiments of the present application, the determination may be performed by a method of presetting a priority order or the like, as the case may be.

It should be noted that, in this embodiment of the present application, when at least two phenomena, such as a time point in an interaction process with the intelligent customer service dialogue system, an expected reading time of feedback information output by the intelligent customer service dialogue system is longer than a third time, after the intelligent customer service dialogue system outputs feedback information, an operation of transferring to a manual customer service performed by a user, the intelligent customer service dialogue system outputs feedback information, no input information of the user in a fourth time, and a current interface of the intelligent customer service dialogue system is closed, occur sequentially, and when only the expected reading time of feedback information output by the intelligent customer service dialogue system occurs at the time point is longer than a third time, after the intelligent customer service dialogue system outputs feedback information, an operation of transferring to a manual customer service performed by a user, and a specific gravity of each score corresponding to one of phenomena, such as the current interface of the intelligent customer service dialogue system is closed, may be the same, or different, which is not limited in this application specifically.

As in one embodiment of the present application, after the solution has been given by the intelligent customer service session system, the user continues to perform the operation of transferring to the manual customer service, where the specific gravity of the reply speed, the first score, the second score and the third score of the intelligent customer service session system may be set forth in table 1 above, or may be set forth in table 4 below, which is not limited in this application, and is specific to the situation.

TABLE 4 Table 4

It should be further noted that, in each table shown in the embodiment of the present application, specific values of the specific gravity of the reply speed, the first score, the second score and the third score of the intelligent customer service dialogue system are merely examples for convenience of description, which are not limited in this application, and the specific values are specific as the case may be.

Based on any one of the foregoing embodiments, in one embodiment of the present application, the method for obtaining push information includes:

determining push information according to the priority of the push information corresponding to each piece of preset parameter information;

Specifically, based on the foregoing embodiments, in one embodiment of the present application, the method for obtaining push information includes:

Calculating the priority of pushing information corresponding to each preset parameter information by using the product of the weight of each preset parameter information and the specific gravity of each preset parameter information under the preset condition;

and comparing the priority of the push information corresponding to the preset parameter information, and taking the push information corresponding to the preset parameter information with the highest priority as the push information output by the intelligent customer service dialogue system.

It should be noted that, in the embodiment of the present application, if the score of the reply speed of the intelligent customer service session system is within the first score range during the current session, the corresponding weight is the first weight;

Optionally, based on the foregoing embodiment, in one embodiment of the present application, the first score is 10 points, and the first score range is 8-10, including an endpoint value, where a reply speed of the intelligent customer service dialogue system is faster; the second score range is 5-8, including the left endpoint value and not including the right endpoint value, at this time, the reply speed of the intelligent customer service dialogue system is general; and the third score range is smaller than 5, and at the moment, the reply speed of the intelligent customer service dialogue system is faster and slower.

Specifically, in one embodiment of the present application, the scores of the reply speeds and the weights corresponding to the scores of the intelligent customer service dialogue system are shown in table 5.

Table 5:

similarly, in an embodiment of the present application, if the first score of the reply content of the intelligent customer service dialogue system is within the fourth score range, the corresponding weight is a fourth weight;

Wherein the score in the fourth score range is less than the score in the fifth score range and less than the score in the sixth score range, and the fourth weight is less than the fifth weight and less than the sixth weight.

Optionally, based on the foregoing embodiment, in one embodiment of the present application, the fourth score range is not greater than 1, where a degree of agreement between the reply content of the intelligent customer service dialogue system and the reply content expected by the user is better; the fifth score range is larger than 1 and not larger than 3, and at this time, the degree of agreement between the reply content of the intelligent customer service dialogue system and the reply content expected by the user is general; the sixth score range is greater than 3, and at this time, the fit between the reply content of the intelligent customer service dialogue system and the reply content expected by the user is poor. However, the present application is not limited thereto, and the present application is not limited thereto as the case may be.

Specifically, in one embodiment of the present application, the first score of the reply content of the intelligent customer service dialogue system and the corresponding weight thereof are shown in table 6.

Table 6:

based on any one of the foregoing embodiments, in one embodiment of the present application, if in the current session, the second score of the reply content of the intelligent customer service session system is within a seventh score range, where the corresponding weight is a seventh weight;

wherein the score in the seventh score range is less than the score in the eighth score range and less than the score in the ninth score range, and the seventh weight is less than the eighth weight and less than the ninth weight.

Optionally, in an embodiment of the present application, the seventh score range is not greater than 1, and at this time, the reply content of the intelligent customer service dialogue system is clear and easy to understand; the eighth score range is larger than 1 and not larger than 3, and at this time, the definition of the reply content of the intelligent customer service dialogue system is general; the ninth score range is greater than 3, and at this time, the reply content of the intelligent customer service dialogue system is fuzzy and difficult to understand. However, the present application is not limited thereto, and the present application is not limited thereto as the case may be.

Specifically, in one embodiment of the present application, the second score of the reply content of the intelligent customer service dialogue system and the corresponding weight thereof are shown in table 7.

Table 7:

based on any one of the foregoing embodiments, in one embodiment of the present application, if in the current session, a third score of the reply content of the intelligent customer service session system is within a tenth value range, where a corresponding weight is a tenth weight;

Optionally, in an embodiment of the present application, the tenth value range is not greater than 3, where the reply content of the intelligent customer service dialogue system includes a smaller number of operation steps; the eleventh score range is greater than 3 and not greater than 5, and at this time, the reply content of the intelligent customer service dialogue system generally includes a number of operation steps; the twelfth score range is greater than 5, and at this time, the reply content of the intelligent customer service dialogue system includes a greater number of operation steps. However, the present application is not limited thereto, and the present application is not limited thereto as the case may be.

Specifically, in one embodiment of the present application, the third score of the reply content of the intelligent customer service dialogue system and the corresponding weight thereof are shown in table 8.

Table 8:

it should be noted that, in any of the above embodiments, the weight of each piece of preset parameter information is for convenience of description, and the weight of each piece of preset parameter information is not limited in this application, and is specific as the case may be.

It should be noted that, in the complete session from the interaction between the user and the intelligent customer service session system to the end of the interaction between the user and the intelligent customer service session system, there may be a current time meeting a preset time or at least two current times meeting preset conditions, if there are at least two current times meeting preset conditions in the complete session, when the push information is provided to the user, if the push information corresponding to one preset parameter information has been pushed at the previous current time meeting the preset condition, the push information corresponding to the remaining preset parameter information is pushed to the user according to the priority of the push information corresponding to each preset parameter information at the current time meeting the preset condition.

In the following, with reference to an example, a method for obtaining push information finally output by the intelligent customer service dialogue system in the information processing method provided in the embodiment of the present application is described.

As in one embodiment of the present application, during the current session, there is 1 round of waiting for a response over 500ms over 6 rounds of the session; the intelligent customer service dialogue system confirms the user intention, and the intelligent customer service dialogue system does not understand the description of the intelligent customer service dialogue system 2 times during the confirmation of the user intention, and does not understand the user expression 0 times, and the solution is not pushed, so that the user actively changes to manual work. In this embodiment of the present application, the response speed of the intelligent customer service dialogue system is scored as 9 points, the first score is 2 points, the second score is 0 points, and the third score is 0 points. As can be seen from the weight examples of the preset parameter information provided in the foregoing embodiments, in this embodiment of the present application, the weight corresponding to the score of the reply speed of the intelligent customer service dialogue system is 1, the weight corresponding to the first score is 3, the weight corresponding to the second score is 1, and the weight corresponding to the third score is 1, then the priority of the push information corresponding to each preset parameter information is calculated by using f=s×r, where F represents the priority of the push information corresponding to each preset parameter information, S represents the weight corresponding to each preset parameter information, R represents the specific gravity corresponding to each preset parameter information under the preset condition, and it can be seen that:

Under the first preset condition, the priority f1=s1×r1=1×0.4=0.4 of the score of the reply speed of the intelligent customer service dialogue system; the priority f2=s2×r2=3×0.5=1.5 of the first score; the priority f3=s3×r3=1×0.8=0.8 of the second score; the priority f4=s4×r4=1×0.7=0.7 of the third score.

Therefore, if the current time meets the first preset condition, the first push information output by the intelligent customer service dialogue system is preferentially the push information corresponding to the first score, secondly the push information corresponding to the second score, and thirdly the push information corresponding to the third score, and finally the push information corresponding to the score of the reply speed of the intelligent customer service dialogue system is preferentially used for enabling a user to confirm the smoothness of interaction between the intelligent customer service dialogue system and the user, namely the smoothness of the current dialogue process, in particular for enabling the user to confirm whether the feedback information output by the intelligent customer service dialogue system is proper or not, secondly the feedback information output by the intelligent customer service dialogue system is easily understood, and thirdly the feedback information output by the user to confirm the number of the feedback information output by the intelligent customer service dialogue system, namely the intelligent customer service system is clearly solved.

Therefore, in this embodiment, if the current time meets a preset condition, only one piece of information to be pushed is pushed to the user, and the first pushing information is information corresponding to the first score; if the current time meets the preset condition, pushing two pieces of information to be pushed to a user, wherein the first pushing information is information corresponding to the first score and information corresponding to the second score; if the current time meets the preset condition, three pieces of information to be pushed are pushed to the user, wherein the first pushing information is information corresponding to the first score, information corresponding to the second score and information corresponding to the third score; if the current time meets the preset condition, four pieces of information to be pushed are pushed to the user, and the first pushing information is the information corresponding to the first score, the information corresponding to the second score, the information corresponding to the third score and the information corresponding to the score of the reply speed of the intelligent customer service dialogue system, which is not limited in this application, and is specifically determined according to the situation.

In the following, the description will be continued by taking an example of pushing only one piece of information to be pushed to the user if the current time satisfies the preset condition.

Under the second preset condition, the priority f1=s1×r1=1×0.5=0.5 of the score of the reply speed of the intelligent customer service dialogue system; the priority f2=s2×r2=3×0.7=2.1 of the first score; the priority f3=s3×r3=1×0.1=0.1 of the second score; the priority f4=s4×r4=1×0.1=0.1 of the third score.

Therefore, if the current time meets the second preset condition, the second push information output by the intelligent customer service dialogue system is preferentially push information corresponding to the first score, secondly push information corresponding to the score of the reply speed of the intelligent customer service dialogue system, and finally push information corresponding to the third score, at this time, the second push information is preferentially used for enabling a user to confirm the smoothness of interaction between the intelligent customer service dialogue system and the user, namely, the smoothness of the current dialogue process, specifically, whether the feedback information output by the intelligent customer service dialogue system is proper or not, secondly, whether the feedback information output by the intelligent customer service dialogue system is easy to confirm is difficult to understand, and finally how much feedback information output by the intelligent customer service dialogue system is difficult to solve in the intelligent customer service system is provided.

It should be noted that, in this embodiment, if the push information corresponding to the first score has been pushed to the user in the current session, at the current time, the push information corresponding to the score of the reply speed of the intelligent customer service session system is pushed to the user according to the priority of the push information corresponding to each preset parameter information.

Under the third preset condition, the priority f1=s1×r1= 1*1 =1 of the score of the reply speed of the intelligent customer service dialogue system; the priority f2=s2×r2= 3*1 =3 of the first score; the priority f3=s3×r3= 1*1 =1 of the second score; the priority f4=s4×r4= 1*1 =1 of the third score.

Therefore, if the current time meets the third preset condition, the third push information output by the intelligent customer service dialogue system is preferentially push information corresponding to the first score, secondly push information corresponding to the score of the reply speed of the intelligent customer service dialogue system, push information corresponding to the second score and push information corresponding to the third score, and at the moment, the third push information is preferentially used for enabling a user to confirm the smoothness of interaction between the intelligent customer service dialogue system and the user, namely the smoothness of the current dialogue process, in particular for enabling the user to confirm whether the feedback information output by the intelligent customer service dialogue system is proper or not, whether the feedback information output by the intelligent customer service dialogue system is easy to understand or not, and how much of the feedback information output by the intelligent customer service dialogue system comprises the intelligent customer service system.

It should be noted that, in this embodiment, if in the current session, push information corresponding to the first score and push information corresponding to the score of the reply speed of the intelligent customer service session system have already been pushed to the user, at the current time, push information corresponding to the second score or push information corresponding to the third score is pushed to the user according to the priority of the push information corresponding to each preset parameter information.

On the basis of any one of the foregoing embodiments, in one embodiment of the present application, pushing the pushing information generated based on the preset parameter information to the user includes: pushing information generated based on the preset parameter information to a user in the form of text.

Optionally, on the basis of the foregoing embodiment, in one embodiment of the present application, if the pushing information generated based on the preset parameter information is pushed to the user in a text form, the pushing information includes:

and generating a text according to the priority of the pushing information corresponding to each piece of preset parameter information based on the duration of the current time, pushing the text to a user in the form of an evaluation card, and enabling the user to confirm the evaluation information of the current conversation process. The method comprises the following steps: and pre-filling the pre-designed investigation card by utilizing each piece of preset parameter information acquired in the current dialogue process, and then confirming to the user in different time periods, so that the most urgent class value obtained by the intelligent customer service dialogue system in the current time period is inquired to the user in each time period, and the user finishes filling the evaluation card.

Specifically, on the basis of any one of the foregoing embodiments, in one embodiment of the present application, the push information is used to make a user confirm whether the feedback information output by the intelligent customer service dialogue system is appropriate or not "Is our response always suitable? "(i.e., whether the system reply is appropriate); the push information may be "Is our reply in time" when the user confirms the speed of reply of the intelligent customer service dialogue system? (i.e., whether the system replied to the user in time); the push information is used to make feedback information output by the intelligent customer service dialogue system clear and understandable, which can be "Did we get your aims accurately and quickly? (i.e., whether the answer is clear or easy to understand); the push information may be "Is the solution too complex to operate? (i.e., whether the answer is too complex to operate) ". However, the present application is not limited thereto, and the present application is not limited thereto as the case may be.

Therefore, according to the information processing method provided by the embodiment of the application, the evaluation card is integrated into the dialogue process, so that the interference of the user on the evaluation card is reduced, more evaluation of the user is facilitated to be acquired, and the fluency of the dialogue is improved from the side.

In summary, according to the information processing method provided by the embodiment of the present application, through the input information of the user in the current session and the feedback information output by the intelligent customer service session system, the preset parameter information of the current session is determined, and then when the current time meets the preset condition, the pushing information generated based on the preset parameter information is pushed to the user, so that the most urgent evaluation information currently obtained by the intelligent customer service session system is pushed to the user in different time periods, so that the user can confirm, not only can the acceptance degree of the user to the evaluation card be improved, but also the accuracy of the evaluation information and the probability of obtaining the evaluation information of the user to the current session can be improved.

In the present description, each part is described in a progressive manner, and each part is mainly described as different from other parts, and identical and similar parts between the parts are mutually referred.

The previous description of the disclosed embodiments is provided to enable any person skilled in the art to make or use the present application. Various modifications to these embodiments will be readily apparent to those skilled in the art, and the generic principles defined herein may be applied to other embodiments without departing from the spirit or scope of the application. Thus, the present application is not intended to be limited to the embodiments shown herein but is to be accorded the widest scope consistent with the principles and novel features disclosed herein.

Claims

1. An information processing method applied to an intelligent customer service dialogue system capable of responding to received input information and providing feedback information, the method comprising:

if the current time meets a preset condition, pushing information generated based on the preset parameter information to a user, wherein the preset condition is that the user is in a possible idle time period, so as to push the information to the user in the possible idle time period, wherein the possible idle time period is in a complete dialogue process from interaction between the user and the intelligent customer service dialogue system to interaction between the user and the intelligent customer service dialogue system, and the pushing information is used for enabling the user to evaluate the current dialogue process;

the push information obtaining method comprises the following steps:

determining the priority of push information corresponding to each piece of preset parameter information;

And determining the pushing information output by the intelligent customer service dialogue system according to the priority of the pushing information corresponding to each piece of preset parameter information.

2. The information processing method according to claim 1, wherein determining preset parameter information of a current session based on input information of the user and corresponding feedback information thereof comprises:

3. The information processing method according to claim 2, wherein the score of the reply speed of the intelligent customer service dialogue system is determined based on the input time of the input information of the user and the output time of the corresponding feedback information in the current dialogue process:

4. The information processing method according to claim 3, wherein if the score of the reply speed of the intelligent customer service dialogue system is within the first score range during the current dialogue process, the corresponding weight is the first weight;

5. The information processing method according to claim 2, wherein determining the score of the reply content of the intelligent customer service dialogue system based on the operation of the user after the intelligent customer service dialogue system outputs the feedback information in the current dialogue process includes at least one of:

6. The information processing method according to claim 5, wherein determining the first score of the reply content of the intelligent customer service dialogue system based on the operation action of the user after the intelligent customer service dialogue system outputs the feedback information in the current dialogue process comprises:

7. The information processing method according to claim 6, wherein if the first score of the reply content of the intelligent customer service dialogue system is within the fourth score range, the corresponding weight is a fourth weight;

8. The information processing method according to claim 7, wherein pushing the pushing information generated based on the preset parameter information to the user if the current time satisfies a preset condition includes at least one of:

9. The information processing method according to claim 8, wherein the push information obtaining method includes:

10. The information processing method according to claim 9, wherein, under the first preset condition, the second score corresponds to a specific gravity greater than that of the third score, and the first score corresponds to a specific gravity greater than that of the score corresponding to the reply speed of the intelligent customer service dialogue system;