CN110032627A - Providing method, device, computer equipment and the storage medium of after-sales-service information - Google Patents
Providing method, device, computer equipment and the storage medium of after-sales-service information Download PDFInfo
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- CN110032627A CN110032627A CN201910330816.3A CN201910330816A CN110032627A CN 110032627 A CN110032627 A CN 110032627A CN 201910330816 A CN201910330816 A CN 201910330816A CN 110032627 A CN110032627 A CN 110032627A
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- G06F16/30—Information retrieval; Database structures therefor; File system structures therefor of unstructured textual data
- G06F16/33—Querying
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- G06F16/3329—Natural language query formulation or dialogue systems
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- G06Q—INFORMATION AND COMMUNICATION TECHNOLOGY [ICT] SPECIALLY ADAPTED FOR ADMINISTRATIVE, COMMERCIAL, FINANCIAL, MANAGERIAL OR SUPERVISORY PURPOSES; SYSTEMS OR METHODS SPECIALLY ADAPTED FOR ADMINISTRATIVE, COMMERCIAL, FINANCIAL, MANAGERIAL OR SUPERVISORY PURPOSES, NOT OTHERWISE PROVIDED FOR
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- G06Q30/01—Customer relationship services
- G06Q30/015—Providing customer assistance, e.g. assisting a customer within a business location or via helpdesk
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Abstract
The embodiment of the invention discloses a kind of providing method of after-sales-service information, device, computer equipment and storage mediums.The described method includes: according to the matched after-sale service trigger request of target product, user will be supplied to the matched after-sale service interface of the target product, the after-sale service interface is associated with the after-sale service knowledge data base of the target product；Obtain the problem after sale that user inputs in the after-sale service interface；According to the after-sale service knowledge data base, obtains and the matched after-sales-service information of the problem after sale and export the after-sales-service information.The embodiment of the present invention can reduce the cost of labor of after-sale service, improve the efficiency of after-sale service.
Description
Technical field
The present embodiments relate to data processing technique more particularly to a kind of providing method of after-sales-service information, device,
Computer equipment and storage medium.
Background technique
With the development of science and technology, the update iteration speed of product is accelerated.User buys product, can encounter in use
Various problem, and as the time increases, product itself also will appear various problem, at this point, user can be with
It is solved the above problems by after-sale service.
Currently, the phone contact after-sale service personnel that user can be provided by product surface solve using in product process
The problem of encountering.Since user does not have the professional knowledge of the product or the after-sale service personnel of consulting do not have the product
Professional knowledge, after-sale service personnel are difficult to the clear product problem of description by user, or can not propose solution immediately,
The phone of specialized maintenance personnel only even is provided to user, user is made to wait the instruction of specialized maintenance personnel.
By above-mentioned phone after-sale service, user is difficult to quickly obtain effective solution scheme in time, can not even obtain
Solution is taken, the acquisition inefficiency of after-sales-service information is caused.
Summary of the invention
The embodiment of the present invention provides providing method, device, computer equipment and the storage medium of a kind of after-sales-service information,
The cost of labor that after-sale service can be reduced improves the efficiency of after-sale service.
In a first aspect, the embodiment of the invention provides a kind of providing methods of after-sales-service information, comprising:
According to the matched after-sale service trigger request of target product, will be with matched after-sale service circle of the target product
Face is supplied to user, and the after-sale service interface is associated with the after-sale service knowledge data base of the target product；
Obtain the problem after sale that user inputs in the after-sale service interface；
According to the after-sale service knowledge data base, obtains and the matched after-sales-service information of the problem after sale and export
The after-sales-service information.
Second aspect, the embodiment of the invention also provides a kind of offer devices of after-sales-service information, comprising:
After-sale service interface display module will be with institute for basis and the matched after-sale service trigger request of target product
It states the matched after-sale service interface of target product and is supplied to user, the clothes after sale at the after-sale service interface and the target product
Business knowledge data base association；
Problem obtains module, the problem after sale inputted in the after-sale service interface for obtaining user after sale；
After-sales-service information output module, for according to the after-sale service knowledge data base, acquisition to be asked after sale with described
It inscribes matched after-sales-service information and exports the after-sales-service information.
The third aspect the embodiment of the invention also provides a kind of computer equipment, including memory, processor and is stored in
It is realized on memory and when processor described in the computer program that can run on a processor executes described program as the present invention is real
Apply the providing method of any after-sales-service information in example.
Fourth aspect, the embodiment of the invention also provides a kind of computer readable storage mediums, are stored thereon with computer
Program realizes the provider of the after-sales-service information as described in any in the embodiment of the present invention when program is executed by processor
Method.
After-sale service interface is supplied to user by after-sale service trigger request by the embodiment of the present invention, and by taking after sale
Business interface obtains the problem after sale of user's input, realizes that user carries out after-sale service problem consulting in service interface after sale, after
Continue the inquiry in the associated after-sale service knowledge data base association of service interface after sale to believe with the matched after-sale service of problem after sale
Breath is supplied to user, and after-sales-service information is directly passed through after-sale service interface and is supplied to user by realization, solves the prior art
Middle phone after-sale service mode can not shorten user and obtain quickly by effective after-sales-service information the problem of being supplied to user
The time of after-sales-service information improves the offer efficiency of after-sales-service information.
Detailed description of the invention
Fig. 1 a is the flow chart of the providing method of one of the embodiment of the present invention one after-sales-service information；
Fig. 1 b is the schematic diagram at one of embodiment of the present invention one after-sale service interface；
Fig. 2 is the flow chart of the providing method of one of the embodiment of the present invention two after-sales-service information；
Fig. 3 is the flow chart of the providing method of one of the embodiment of the present invention three after-sales-service information；
Fig. 4 is the structural schematic diagram of the offer device of one of the embodiment of the present invention four after-sales-service information；
Fig. 5 is the structural schematic diagram of one of the embodiment of the present invention five computer equipment.
Specific embodiment
The present invention is described in further detail with reference to the accompanying drawings and examples.It is understood that this place is retouched
The specific embodiment stated is used only for explaining the present invention rather than limiting the invention.It also should be noted that in order to just
Only the parts related to the present invention are shown in description, attached drawing rather than entire infrastructure.
Embodiment one
Fig. 1 a is the flow chart of one of the embodiment of the present invention one providing method of after-sales-service information, and the present embodiment can
Applied to the problem after sale for obtaining user and providing, and the case where provide the corresponding solution of problem after sale.This method can be by
After-sales-service information provided in an embodiment of the present invention provides the mean to execute, which can be used the side of software and/or hardware
Formula is realized, and can be generally integrated in the computer equipment for providing network communicating function, such as the client of computer equipment, meter
Calculating machine equipment can be terminal device, such as mobile phone, mobile unit or tablet computer.As shown in Figure 1a, the method for the present embodiment
It specifically includes:
S110, according to the matched after-sale service trigger request of target product, will be matched after sale with the target product
Service interface is supplied to user, and the after-sale service interface is associated with the after-sale service knowledge data base of the target product.
Wherein, target product can refer to user purchase product, while be also user propose needs ask after sale
The product asked, illustratively, target product specifically includes tangible products and immaterial product, wherein tangible products may include electricity
Sub- equipment (such as mobile phone, tablet computer or sweeping robot), fitment (such as washing machine, wardrobe, door or refrigerator), life
Articles (such as clothing, toy or bedding), zero device or vehicles (such as automobile or bicycle) etc..Immaterial product can
It include service (such as take out, seek advice from, educate or repair) or software information etc. to be.
After-sale service trigger request is used to request after-sale service interface data to server.After-sale service interface is for receiving
The problem after sale of user's input, and corresponding after-sales-service information is provided for problem after sale, so that user is according to after-sale service
Information determines the answer of problem after sale.After-sale service knowledge data base is stored with for inquiry and the matched answer of problem after sale
Problem and corresponding answer, specifically, after-sale service knowledge data base may include the types such as text, picture, audio or video
Data.
In a specific example, as shown in Figure 1 b, after-sale service interface is the washing machine after-sale service page, and user can be with
Problem after sale is inputted in the washing machine after-sale service page, such as " washing machine start button shown in text box is not reacted ".
User can click search of the search button realization to foregoing problems.
In fact, being stored with multiple after-sale service knowledge data bases in the service at offer after-sale service interface, can will sell
Service interface is associated with the after-sale service knowledge data base of target product afterwards, can be looked into from multiple after-sale service knowledge data bases
Inquiry and the matched after-sale service knowledge data base of target product, and be associated with after-sale service interface, it can quickly determine and ask after sale
The query context of topic reduces the data volume according to the inquiry answer of problem after sale, improves the matched after-sales-service information of problem after sale
Search efficiency, thus improve after-sales-service information output efficiency.
Optionally, the basis and the matched after-sale service trigger request of target product, will match with the target product
After-sale service interface be supplied to user, comprising: triggered according to user by scanning and the matched two dimensional code of the target product
The after-sale service trigger request obtains the access address with the matched after-sale service interface of the target product；According to described
Access address will be supplied to user with the matched after-sale service interface of the target product.
Wherein, two dimensional code is for being directed toward the matched after-sale service interface of target product.It should be noted that two dimensional code can be with
It is arranged on tangible products surface, or two-dimension code image can be obtained while buying immaterial product.Pass through scanning two dimension
Code really carries out acquisition of taking pictures to two dimensional code, generates service trigger request, which requests for the image to acquisition
Information decoding is carried out, to obtain the access address at after-sale service interface.Access address is for being directed toward after-sale service interface.Client
Connection can be established according to access address and server, user end to server sends the request message at after-sale service interface, with
So that server is responded the request message, the data for obtaining after-sale service interface return to client, client according to the data into
Row rendering, generates after-sale service interface display on the display screen, so that user browses and carries out subsequent operation.In addition, access
Address also includes the directional information of the after-sale service knowledge data base of target product, passes through access address, acquisition and mesh as a result,
The associated after-sale service interface display of after-sale service knowledge data base of product is marked to user.
By the available access address for being directed toward after-sale service interface of the scanning matched two dimensional code of target product, thus real
It now generates after-sale service interface display and saves and manually sell so that user realizes after-sale service by after-sale service interface to user
The intervention serviced afterwards reduces the cost of artificial after-sale service, improves the acquisition efficiency of after-sales-service information.
Optionally, the after-sale service knowledge data base includes multiple question and answer knowledge points；The question and answer knowledge point includes: mark
Quasi- problem, at least one scaling problem and model answer；The typical problem or scaling problem with described for asking after sale
Topic is matched, and the model answer is used to export as after-sales-service information.
Specifically, question and answer knowledge point is for indicating the target product problem and corresponding solution.One is asked
Answering knowledge point can be the question and answer group of finger speech justice identical multiple problems and corresponding model answer, and typical problem is preset asks
Topic, scaling problem are the problem identical as the semanteme of typical problem, are on the basis of typical problem, the problem of expanding.?
That is, typical problem is different from the statement of scaling problem, it is semantic identical.What model answer was used to that ownership goal product to be prompted to occur asks
The solution, in particular to typical problem of topic and the answer of scaling problem.
In general, question and answer knowledge point most original and simplest form are exactly the problem of usually commonly often asking
(Frequently Asked Questions, FAQ), general form are that " ask-answer " is right.For example, " rate of CRBT " are exactly
Clearly standard asks description for expression.Here " asking " narrowly should not be interpreted as " inquiring ", and should broadly understand that one is " defeated
Enter ", being somebody's turn to do " input " has corresponding " output ".For example, for the semantics recognition for control system, the finger of user
It enables, such as " opening radio " should also be understood to be one " asking ", corresponding at this time " answering " can be for executing phase
The calling for the control program that should be controlled.
User the most ideal situation is that asking using standard, then provides after-sale service circle when inputting to after-sale service interface
The intelligent semantic identifying system of the server in face is at once it will be appreciated that the meaning of user.However, user often not uses
Standard asks, but the form of some deformations that standard is asked.For example, if being for the standard form of asking of the radio station switching of radio
" changing a radio station ", then the order that user may use is " one radio station of switching ", server is also required to identify user
Expression is the same meaning.
For intelligent semantic identification, the scaling problem of typical problem is needed in after-sale service knowledge data base, it should
Scaling problem and typical problem expression-form have slight difference, but express identical meaning.
Therefore, in after-sale service knowledge data base include multiple question and answer knowledge points, each question and answer knowledge point include problem and
Answer, problem include typical problem and multiple scaling problems, and the problems in question and answer knowledge point is generally by semantic formula
What form showed.
Specifically, semantic formula is mainly made of word, part of speech and their "or" relationship, core depends on " word
Class ", part of speech simply understand to be one group of word for having general character, these words can be similar or dissimilar semantically, these
Word can also be noted as important or inessential.Semantic formula and user's question sentence relationship and traditional template matching have very big
Difference, in conventional template matching, template and user's question sentence are only matched and not matched relationship, and semantic formula and use
Relationship is to be indicated by the value (similarity) of quantization, while the value of this quantization is asked to similar question sentence and user between the question sentence of family
Similarity between sentence can mutually compare.Since semantic formula will participate in together similarity calculation with similar question sentence,
So the definition of template grammar is unsuitable complicated, but there are enough ability expression semantic again.
By configuring multiple question and answer knowledge points in after-sale service knowledge data base, and each question and answer knowledge point includes standard
Problem and corresponding multiple scaling problems and model answer, the covering for the problem of after-sale service knowledge data base can be improved
Rate, thus, the inquiry demand of user is recognized accurately, and provide the answer for meeting inquiry demand, improves after-sales-service information
Accuracy rate.
S120 obtains the problem after sale that user inputs in the after-sale service interface.
Wherein, problem refers to user after buying target product after sale, aiming at the problem that target product proposes.Wherein,
The input mode of user can be at least one of following: the modes such as text input, voice input, image photographic and video record.
Illustratively, problem can be " television set is broken " after sale.
Optionally, the problem after sale for obtaining user and being inputted in the after-sale service interface, comprising: receive user and exist
The voice of problem after sale is converted to question text after sale by the voice of problem after sale inputted in the after-sale service interface, is made
For the problem after sale；And/or the question text after sale that user inputs in the after-sale service interface is received, it is sold as described
Problem afterwards.
Specifically, problem is usually text type after sale, the type for the information that user directly inputs may include text, language
The types such as sound, image or video.When user inputs problem voice after sale, can be instructed by speech recognition technology, such as in advance
Experienced acoustic model converts speech into text, and using the text after conversion as problem after sale.When user directly inputs after sale
When question text, directly using the question text after sale of input as problem after sale.By configuring a variety of sides for receiving input type
Formula increases the diversity of problem input mode after sale, improves the flexibility of problem input after sale.
S130 is obtained and the matched after-sales-service information of problem after sale according to the after-sale service knowledge data base
And export the after-sales-service information.
Wherein, after-sales-service information is for being supplied to user for solution to the problem after sale.Illustratively, it takes after sale
Business information only includes the answer of problem after sale.
Optionally, the after-sales-service information is exported, comprising: match according to the information type of the after-sales-service information
Information appearance form the after-sales-service information is presented in the after-sale service interface；The letter of the after-sales-service information
Ceasing type includes following one or more any combination: text, audio, picture, animation and video.
Illustratively, the after-sales-service information for problem after sale " washing machine start button, which, does not react ", which can be, " checks
Whether washing machine connects power supply ".If information type is text, the text presentation that " will check whether washing machine connects power supply " is on sale
Afterwards in service interface；If information type is audio, voice broadcast button can be presented in service interface after sale, when the user clicks
When the voice broadcast button, the synthesis voice of " checking whether washing machine connects power supply " is played；If information type is picture, will wrap
The picture of movement containing " checking whether washing machine connects power supply " is presented in after-sale service interface；If information type is animation,
Animation play button can be presented in service interface after sale, when the user clicks when the animation play button, playing includes content
For the animation of the action behavior of " how checking whether washing machine connects power supply "；If information type is video, can take after sale
Video play button is presented in interface in business, and when the user clicks when the video play button, playing comprising content is " how to check and wash
Whether clothing machine connects power supply " action behavior video.
By increasing the information appearance form of after-sales-service information, increase the diversity of after-sales-service information output.
Optionally, after obtaining the problem after sale that user inputs in the after-sale service interface, further includes: if root
According to the after-sale service knowledge data base, have not been obtained with the matched after-sales-service information of problem after sale, then sold described
Problem is sent to artificial processing platform after sale and is handled afterwards；Export the after-sale service letter that the artificial processing platform after sale provides
Breath.
It, can be with specifically, not stored in the after-sale service knowledge data base have the problem and answer related to problem after sale
It goes to artificial processing platform after sale to avoid to realize artificial after-sale service in the case where automatic after-sales-service information has not been obtained, can not solve
The certainly problem after sale of user avoids the presence of the case where can not feeding back after sale, guarantees all to carry out all problems after sale anti-
Feedback, thus, realize the information that after-sales-service information covers the information that automatic after-sale service provides and artificial after-sale service provides,
Improve the coverage rate of after-sales-service information.
After-sale service interface is supplied to user by after-sale service trigger request by the embodiment of the present invention, and by taking after sale
Business interface obtains the problem after sale of user's input, realizes that user carries out after-sale service problem consulting in service interface after sale, after
Continue the inquiry in the associated after-sale service knowledge data base association of service interface after sale to believe with the matched after-sale service of problem after sale
Breath is supplied to user, and after-sales-service information is directly passed through after-sale service interface and is supplied to user by realization, solves the prior art
Middle phone after-sale service mode can not shorten user and obtain quickly by effective after-sales-service information the problem of being supplied to user
The time of after-sales-service information improves the offer efficiency of after-sales-service information.
Embodiment two
Fig. 2 is the flow chart of one of the embodiment of the present invention two providing method of after-sales-service information, the present embodiment with
It is embodied based on above-described embodiment, is asked what the acquisition user inputted in the after-sale service interface after sale
Topic is embodied as: receiving the picture of problem after sale that the user uploads in the after-sale service interface；In the problem after sale
It is identified in picture and at least one associated target product component of the target product；According at least one described target product
The component names of component, and default problem construct at least one problem of structure of transvers plate, as the problem after sale.This method
It specifically includes:
S210, according to the matched after-sale service trigger request of target product, will be matched after sale with the target product
Service interface is supplied to user, and the after-sale service interface is associated with the after-sale service knowledge data base of the target product, institute
Stating after-sale service knowledge data base includes multiple question and answer knowledge points；The question and answer knowledge point includes: typical problem, at least one expansion
Exhibition problem and model answer；The typical problem or scaling problem with the problem after sale for being matched, the mark
Quasi- answer is used to export as after-sales-service information.
Target product, after-sale service trigger request, after-sale service interface, after-sale service knowledge data base in the present embodiment
The description of above-described embodiment can be referred to after-sales-service information etc..
S220 receives the picture of problem after sale that the user uploads in the after-sale service interface.
Problem picture is used to include the product component to go wrong after sale.
In fact, user does not know about the professional knowledge that target product is related to, when some component in target product is asked
When topic, user can not determine the title and effect of component, at this point, user is difficult to be depicted problem after sale.At this point it is possible to pass through
The picture of the component is directly acquired, the product component in picture, and relative configurations problem after sale is identified, avoids user that from can not describing
After sale problem the case where, realization is automatically based upon product picture construction problem after sale.
S230 is identified and at least one associated target product portion of the target product in the picture of problem after sale
Part.
Target product component can be a part referred in target product, can be and is made of several parts.Illustratively,
If target product is roller washing machine, target product component may include at least one of following power supply line, key, fuselage, water inlet
The components such as valve, motor, draining pump, roller and shaft.
Optionally, described to be identified in the picture of problem after sale and at least one associated target of the target product
Product component, comprising: contours extract is carried out to the picture of problem after sale, obtains at least one profile to be compared；By each institute
Profile to be compared is stated to be matched at least one standardized product component of the target product respectively；According to matching result,
It is identified in the picture of problem after sale and at least one associated target product component of the target product.
Specifically, profile to be compared is used to indicate the region of target product component.At least one standard of target product produces
Product component can be determined by the structure chart for the target product that the title of target product is inquired from internet.Profile to be compared with
The comparison of standardized product component can be by image recognition model realization trained in advance, if the judgement of image recognition model output
As a result it determines that profile A to be compared and standardized product part B are same or similar (similarity is more than given threshold), determines wheel to be compared
Wide A is the target product component of target product.
By extracting profile to be compared in problem picture after sale, and image recognition is carried out, whether judges the profile to be compared
For the target product component of target product, the recognition accuracy of target product component is improved.
S240, according to the component names of at least one target product component, and default problem constructs template structure
At least one problem is made, as the problem after sale.
Problem constructs template for constructing problem after sale.
Optionally, the component names of at least one target product component according to, and default problem construction
At least one problem of structure of transvers plate, as the problem after sale, comprising: obtain the target product component as current place
Manage component；It obtains at least one problem corresponding with the currently processed component and constructs template, wrapped in described problem construction template
Region to be filled is included, the component names of currently processed component are filled at least one described problem construction template, are generated extremely
Lack a problem after sale.
The screening of currently processed component can be the target product component that will all recognize and successively be used as currently processed portion
Part carries out problem construction, specifically, successively obtaining a target product component as currently processed component, and obtains the current place
The component names of component are managed, until completing the processing to target complete product component.
Specifically, product component can accordingly have proper noun, for example, the failure of roller usually may include it is following at least
One: rotation noise is big, can not rotate and can not stop.Thus, it is possible to preset difference according to different product components
The problem of construct template so that construction problem after sale more meet practical problem.Illustratively, if currently processed component is rolling
Cylinder, it is " [] rotation too loudly what if " that problem, which constructs template,；If currently processed component is key, problem construction template is
" what if [] does not have reaction after pressing ".
It includes region to be filled and preset text sentence structure in template that problem, which constructs,.Illustratively, problem constructs mould
Plate is " what if [] breaks down ", wherein the region in bracket is region to be filled, for filling currently processed component
Component names.
By carrying out problem construction after sale for each target product component recognized, the covering of problem after sale is improved
Rate, meanwhile, the construction structure of transvers plate problem after sale aiming at the problem that matching of each target product subassembly selection, raising problem after sale
Specific aim and diversity, thus the problem of realizing exact configuration target product component.
S250 is obtained and the matched after-sales-service information of problem after sale according to the after-sale service knowledge data base
And export the after-sales-service information.
The embodiment of the present invention identifies at least one target product component, same hour hands by obtaining problem picture after sale
To each target product component construction problem after sale, the operation that user directly inputs question text after sale can be save, reduction obtains
The case where taking the problem after sale of mistake, while the case where obtaining inenarrable problem after sale is reduced, improve the essence of problem after sale
Parasexuality, thus, the accuracy of the after-sales-service information of the offer of the problem after sale for construction is provided.
Embodiment three
Fig. 3 is the flow chart of one of the embodiment of the present invention three providing method of after-sales-service information, the present embodiment with
It is embodied based on above-described embodiment, the after-sale service knowledge data base includes multiple question and answer knowledge points；The question and answer
Knowledge point includes: typical problem, at least one scaling problem and model answer；The typical problem or scaling problem are used for
It is matched with the problem after sale, the model answer is used to export as after-sales-service information.Meanwhile by described according to institute
It states after-sale service knowledge data base, acquisition and the matched after-sales-service information of the problem after sale and exports the after-sale service and believe
Breath, is embodied as: in the question and answer knowledge point that service knowledge database after sale includes, obtaining the typical problem or scaling problem
With at least one matched target question and answer knowledge point of the problem after sale；It is raw according at least one described target question and answer knowledge point
At the after-sales-service information and export.This method specifically includes:
S310, according to the matched after-sale service trigger request of target product, will be matched after sale with the target product
Service interface is supplied to user, and the after-sale service interface is associated with the after-sale service knowledge data base of the target product.
Target product, after-sale service trigger request, after-sale service interface in the present embodiment, take after sale question and answer knowledge point
Being engaged in knowledge data base and after-sales-service information etc. can be with reference to the description of above-described embodiment.
S320 obtains the problem after sale that user inputs in the after-sale service interface, the after-sale service knowledge data
Library includes multiple question and answer knowledge points；The question and answer knowledge point includes: typical problem, at least one scaling problem and standard are answered
Case；For being matched with the problem after sale, the model answer is used to be used as and sell for the typical problem or scaling problem
Information on services exports afterwards.
S330 obtains the typical problem or institute in the question and answer knowledge point that the after-sale service knowledge data base includes
State scaling problem and at least one matched target question and answer knowledge point of the problem after sale.
Wherein, typical problem or scaling problem can refer to and the problem of problem matches after sale.It uses target question and answer knowledge point
It include that the typical problem or the extension are asked in target question and answer knowledge point in determining after-sales-service information according to problem after sale
Topic.Problem can match at least one typical problem or at least one scaling problem, each typical problem or each extension after sale
All there is matched question and answer knowledge point in problem, can be matched at least as problem after sale using whole question and answer knowledge points after duplicate removal
One target question and answer knowledge point.
S340 generates the after-sales-service information and exports according at least one described target question and answer knowledge point.
Specifically, after-sales-service information can only include the answer at least one target question and answer knowledge point, or at least
The problem of one target question and answer knowledge point and answer.
Optionally, described according to the after-sale service knowledge data base, it obtains and the problem after sale is matched takes after sale
Business information simultaneously exports the after-sales-service information, comprising: obtains the typical problem in each target question and answer knowledge point respectively
And model answer constructs result entry, and the result entry as the after-sales-service information and is exported.
Specifically, using in a target question and answer knowledge point typical problem and model answer as an entry, at least one
A target question and answer knowledge point can form multiple entries, and each entry includes one group of typical problem and model answer.It inquires as a result,
To all target question and answer knowledge point typical problem for including and model answer after-sales-service information is used as to export, improve after sale
The coverage rate of information on services.
Optionally, described according to the after-sale service knowledge data base, it obtains and the problem after sale is matched takes after sale
Business information simultaneously exports the after-sales-service information, comprising: using the typical problem in each target question and answer knowledge point as looking into
It askes option and exports；According to user be directed to the query option selection one or more target criteria problem, will with it is described
The corresponding model answer of target criteria problem is as the after-sales-service information and exports.
Wherein, query option only includes the typical problem in all target question and answer knowledge point.And according to the further of user
Selection operation determines one or more target criteria problems in user's life, and typical problem is screened in realization, and will screening
The answer of target criteria problem afterwards is exported as after-sales-service information, it is possible to reduce the redundancy of after-sales-service information, contracting
The time of short user's hit answer of problem after sale.
The embodiment of the present invention by determining matched typical problem or scaling problem according to problem after sale, determine it is matched extremely
A few target question and answer knowledge point, realizes the coverage rate for improving target question and answer knowledge point, and know according at least one target question and answer
Know point, generate after-sales-service information, realize the coverage rate for improving after-sales-service information, improves after-sales-service information to realize
Accuracy rate.
Example IV
Fig. 4 is the structural schematic diagram of the offer device of one of the embodiment of the present invention four after-sales-service information, this implementation
Example is applicable to obtain the problem after sale that user provides, and the case where provide the corresponding solution of problem after sale.The device can
It is realized in a manner of using software and/or hardware, which can be configured in computer equipment, such as the visitor of computer equipment
In the end of family.As shown in figure 4, the apparatus may include: after-sale service interface display module 410, after sale problem obtain module 420
With after-sales-service information output module 430.
After-sale service interface display module 410, for according to and the matched after-sale service trigger request of target product, will be with
The matched after-sale service interface of target product is supplied to user, and the after-sale service interface and the target product are after sale
Service knowledge database association；
Problem obtains module 420, the problem after sale inputted in the after-sale service interface for obtaining user after sale；
After-sales-service information output module 430, for according to the after-sale service knowledge data base, obtain with it is described after sale
The matched after-sales-service information of problem simultaneously exports the after-sales-service information.
After-sale service interface is supplied to user by after-sale service trigger request by the embodiment of the present invention, and by taking after sale
Business interface obtains the problem after sale of user's input, realizes that user carries out after-sale service problem consulting in service interface after sale, after
Continue the inquiry in the associated after-sale service knowledge data base association of service interface after sale to believe with the matched after-sale service of problem after sale
Breath is supplied to user, and after-sales-service information is directly passed through after-sale service interface and is supplied to user by realization, solves the prior art
Middle phone after-sale service mode can not shorten user and obtain quickly by effective after-sales-service information the problem of being supplied to user
The time of after-sales-service information improves the offer efficiency of after-sales-service information.
Further, the after-sale service interface display module 410, comprising: access address acquiring unit, for according to
The after-sale service trigger request is triggered by scanning and the matched two dimensional code of the target product in family, obtains and produces with the target
The access address at the matched after-sale service interface of product；According to the access address, will with the target product is matched takes after sale
Business interface is supplied to user.
Further, the after-sale service knowledge data base includes multiple question and answer knowledge points；The question and answer knowledge point includes:
Typical problem, at least one scaling problem and model answer；The typical problem or scaling problem be used for it is described after sale
Problem is matched, and the model answer is used to export as after-sales-service information.
Further, the problem after sale obtains module 420, comprising: problem picture acquiring unit after sale, for receiving
State the picture of problem after sale that user uploads in the after-sale service interface；Problem picture recognition unit after sale, for described
It is identified in problem picture after sale and at least one associated target product component of the target product；Problem construction after sale is single
Member, for the component names according at least one target product component, and default problem construction structure of transvers plate is at least
One problem, as the problem after sale.
Further, the structural unit of problem after sale, is specifically used for: obtaining the target product component and is used as and works as
Pre-treatment component；It obtains at least one problem corresponding with the currently processed component and constructs template, described problem constructs template
In include region to be filled, the component names of currently processed component are filled at least one described problem construction template, it is raw
At at least one problem after sale.
Further, the picture recognition unit of problem after sale, is specifically used for: carrying out profile to the picture of problem after sale
It extracts, obtains at least one profile to be compared；By each profile to be compared respectively with the target product at least one
Standardized product component is matched；According to matching result, identifies in the picture of problem after sale and closed with the target product
At least one target product component of connection.
Further, the problem after sale obtains module 420, comprising: problem voice receiving unit after sale is used for receiving
The voice of problem after sale is converted to problem text after sale by the voice of problem after sale that family inputs in the after-sale service interface
This, as the problem after sale；And/or question text receiving unit after sale, for receiving user at the after-sale service interface
The question text after sale of middle input, as the problem after sale.
Further, the after-sales-service information output module 430, comprising: target question and answer knowledge point acquiring unit is used for
In the question and answer knowledge point that service knowledge database after sale includes, obtains the typical problem or scaling problem and asked after sale with described
Inscribe at least one matched target question and answer knowledge point；After-sales-service information generation unit, for according at least one described target
Question and answer knowledge point generates the after-sales-service information and exports.
Further, the after-sales-service information output module 430, comprising: standard question and answer result entry output unit is used
In obtaining typical problem in each target question and answer knowledge point and model answer construction result entry respectively, and will be described
As a result entry as the after-sales-service information and exports.
Further, the after-sales-service information output module 430, comprising: model answer output unit, being used for will be each
Typical problem in target question and answer knowledge point as query option and exports；It is selected according to user for the query option
One or more target criteria problem, will model answer corresponding with the target criteria problem as the after-sale service
Information simultaneously exports.
Further, the after-sales-service information output module 430, comprising: module is presented in after-sales-service information selection, uses
In being in the after-sale service interface according to the matched information appearance form of the information type of the after-sales-service information
The existing after-sales-service information；The information type of the after-sales-service information includes following one or more any combination: text
Sheet, audio, picture, animation and video.
Further, the offer device of the after-sales-service information, further includes: artificial processing unit after sale, for obtaining
After taking the problem after sale that family inputs in the after-sale service interface, if according to the after-sale service knowledge data base,
Have not been obtained with the matched after-sales-service information of problem after sale, then it is flat the problem after sale to be sent to artificial processing after sale
Platform is handled；Export the after-sales-service information that the artificial processing platform after sale provides.
After-sales-service information provided by any embodiment of the invention can be performed in the offer device of above-mentioned after-sales-service information
Providing method, have the corresponding functional module of providing method and beneficial effect of the after-sales-service information of execution.
Embodiment five
Fig. 5 is a kind of structural schematic diagram for computer equipment that the embodiment of the present invention five provides.Fig. 5, which is shown, to be suitable for being used to
Realize the block diagram of the exemplary computer device 512 of embodiment of the present invention.The computer equipment 512 that Fig. 5 is shown is only one
A example, should not function to the embodiment of the present invention and use scope bring any restrictions.
As shown in figure 5, computer equipment 512 is showed in the form of universal computing device.The component of computer equipment 512 can
To include but is not limited to: one or more processor or processing unit 516, system storage 528 connect not homologous ray group
The bus 518 of part (including system storage 528 and processing unit 516).Computer equipment 512 can be mobile unit.
Bus 518 indicates one of a few class bus structures or a variety of, including memory bus or Memory Controller,
Peripheral bus, graphics acceleration port, processor or the local bus using any bus structures in a variety of bus structures.It lifts
For example, these architectures include but is not limited to industry standard architecture (Industry Standard
Architecture, ISA) bus, microchannel architecture (Micro Channel Architecture, MCA) bus, enhancing
Type isa bus, Video Electronics Standards Association (Video Electronics Standards Association, VESA) local
Bus and peripheral component interconnection (Peripheral Component Interconnect, PCI) bus.
Computer equipment 512 typically comprises a variety of computer system readable media.These media can be it is any can
The usable medium accessed by computer equipment 512, including volatile and non-volatile media, moveable and immovable Jie
Matter.
System storage 528 may include the computer system readable media of form of volatile memory, such as deposit at random
Access to memory (RAM) 530 and/or cache memory 532.Computer equipment 512 may further include it is other it is removable/
Immovable, volatile/non-volatile computer system storage medium.Only as an example, storage system 534 can be used for reading
Write immovable, non-volatile magnetic media (Fig. 5 do not show, commonly referred to as " hard disk drive ").Although being not shown in Fig. 5,
The disc driver for reading and writing to removable non-volatile magnetic disk (such as " floppy disk ") can be provided, and non-easy to moving
The property lost CD (such as compact disc read-only memory (Compact Disc Read-Only Memory, CD-ROM), number view
Disk (Digital Video Disc-Read Only Memory, DVD-ROM) or other optical mediums) read-write disc drives
Device.In these cases, each driver can be connected by one or more data media interfaces with bus 518.Storage
Device 528 may include at least one program product, which has one group of (for example, at least one) program module, these journeys
Sequence module is configured to perform the function of various embodiments of the present invention.
Program/utility 540 with one group of (at least one) program module 542, can store in such as memory
In 528, such program module 542 includes --- but being not limited to --- operating system, one or more application program, other
It may include the realization of network environment in program module and program data, each of these examples or certain combination.Journey
Sequence module 542 usually executes function and/or method in embodiment described in the invention.
Computer equipment 512 can also be with one or more external equipments 514 (such as keyboard, sensing equipment, display
524 etc.) it communicates, the equipment interacted with the computer equipment 512 communication can be also enabled a user to one or more, and/or
(such as network interface card is adjusted with any equipment for enabling the computer equipment 512 to be communicated with one or more of the other calculating equipment
Modulator-demodulator etc.) communication.This communication can be carried out by input/output (Input/Output, I/O) interface 522.And
And computer equipment 512 can also pass through network adapter 520 and one or more network (such as local area network (Local
Area Network, LAN), wide area network (Wide Area Network, WAN) communication.As shown, network adapter 520 is logical
Bus 518 is crossed to communicate with other modules of computer equipment 512.It should be understood that although being not shown in Fig. 5, it can be in conjunction with calculating
Machine equipment 512 uses other hardware and/or software module, including but not limited to: microcode, device driver, redundancy processing are single
Member, external disk drive array, (Redundant Arrays of Inexpensive Disks, RAID) system, magnetic tape drive
Device and data backup storage system etc..
Processing unit 516 by the program that is stored in system storage 528 of operation, thereby executing various function application with
And data processing, such as realize a kind of providing method of after-sales-service information provided by the embodiment of the present invention.
That is, the processing unit is realized when executing described program: being triggered according to the matched after-sale service of target product
Request will be supplied to user, the after-sale service interface and the target with the matched after-sale service interface of the target product
The after-sale service knowledge data base of product is associated with；Obtain the problem after sale that user inputs in the after-sale service interface；According to
The after-sale service knowledge data base, acquisition and the matched after-sales-service information of the problem after sale simultaneously export the after-sale service
Information.
Embodiment six
The embodiment of the present invention six additionally provides a kind of computer readable storage medium, is stored thereon with computer program, should
The providing method of the after-sales-service information provided such as all inventive embodiments of the application is provided when program is executed by processor: according to
With the matched after-sale service trigger request of target product, use will be supplied to the matched after-sale service interface of the target product
Family, the after-sale service interface are associated with the after-sale service knowledge data base of the target product；Obtain user it is described after sale
The problem after sale inputted in service interface；According to the after-sale service knowledge data base, obtain matched with the problem after sale
After-sales-service information simultaneously exports the after-sales-service information.
The computer storage medium of the embodiment of the present invention, can be using any of one or more computer-readable media
Combination.Computer-readable medium can be computer-readable signal media or computer readable storage medium.It is computer-readable
Storage medium for example may be-but not limited to-the system of electricity, magnetic, optical, electromagnetic, infrared ray or semiconductor, device or
Device, or any above combination.The more specific example (non exhaustive list) of computer readable storage medium includes: tool
There are electrical connection, the portable computer diskette, hard disk, RAM, read-only memory (Read Only of one or more conducting wires
Memory, ROM), erasable programmable read only memory (Erasable Programmable Read Only Memory,
EPROM), flash memory, optical fiber, portable CD-ROM, light storage device, magnetic memory device or above-mentioned any appropriate combination.
In this document, it includes or the tangible medium of storage program that the program can be by that computer readable storage medium, which can be any,
Instruction execution system, device or device use or in connection.
Computer-readable signal media may include in a base band or as carrier wave a part propagate data-signal,
Wherein carry computer-readable program code.The data-signal of this propagation can take various forms, including --- but
It is not limited to --- electromagnetic signal, optical signal or above-mentioned any appropriate combination.Computer-readable signal media can also be
Any computer-readable medium other than computer readable storage medium, which can send, propagate or
Transmission is for by the use of instruction execution system, device or device or program in connection.
The program code for including on computer-readable medium can transmit with any suitable medium, including --- but it is unlimited
In --- wireless, electric wire, optical cable, radio frequency (RadioFrequency, RF) etc. or above-mentioned any appropriate group
It closes.
The computer for executing operation of the present invention can be write with one or more programming languages or combinations thereof
Program code, described program design language include object oriented program language-such as Java, Smalltalk, C++,
It further include conventional procedural programming language-such as " C " language or similar programming language.Program code can be with
It fully executes, partly execute on the user computer on the user computer, being executed as an independent software package, portion
Divide and partially executes or executed on a remote computer or server completely on the remote computer on the user computer.?
It is related in the situation of remote computer, remote computer can pass through the network of any kind --- including LAN or WAN --- even
It is connected to subscriber computer, or, it may be connected to outer computer (such as pass through internet using ISP
Connection).
Note that the above is only a better embodiment of the present invention and the applied technical principle.It will be appreciated by those skilled in the art that
The invention is not limited to the specific embodiments described herein, be able to carry out for a person skilled in the art it is various it is apparent variation,
It readjusts and substitutes without departing from protection scope of the present invention.Therefore, although being carried out by above embodiments to the present invention
It is described in further detail, but the present invention is not limited to the above embodiments only, without departing from the inventive concept, also
It may include more other equivalent embodiments, and the scope of the invention is determined by the scope of the appended claims.
Claims (15)
1. a kind of providing method of after-sales-service information characterized by comprising
According to the matched after-sale service trigger request of target product, will be mentioned with the matched after-sale service interface of the target product
User is supplied, the after-sale service interface is associated with the after-sale service knowledge data base of the target product；
Obtain the problem after sale that user inputs in the after-sale service interface；
According to the after-sale service knowledge data base, described in acquisition and the matched after-sales-service information of the problem after sale and output
After-sales-service information.
2. the method according to claim 1, wherein the basis is triggered with the matched after-sale service of target product
Request, will be supplied to user with the matched after-sale service interface of the target product, comprising:
The after-sale service trigger request is triggered by scanning and the matched two dimensional code of the target product according to user, obtain with
The access address at the matched after-sale service interface of target product；
According to the access address, user will be supplied to the matched after-sale service interface of the target product.
3. according to the method described in claim 1, it is characterized by: the after-sale service knowledge data base includes that multiple question and answer are known
Know point；
The question and answer knowledge point includes: typical problem, at least one scaling problem and model answer；
For being matched with the problem after sale, the model answer is used to be used as and sell for the typical problem or scaling problem
Information on services exports afterwards.
4. according to the method described in claim 3, it is characterized in that, described obtain the user in the after-sale service interface
The problem after sale of input, comprising:
Receive the picture of problem after sale that the user uploads in the after-sale service interface；
It is identified in the picture of problem after sale and at least one associated target product component of the target product；
According to the component names of at least one target product component, and default problem construction structure of transvers plate at least one
Problem, as the problem after sale.
5. according to the method described in claim 4, it is characterized in that, the portion of at least one target product component according to
Part title, and default problem construct at least one problem of structure of transvers plate, as the problem after sale, comprising:
A target product component is obtained as currently processed component；
Obtain corresponding with the currently processed component at least one problem and construct template, described problem construct in template include to
Filling region,
The component names of currently processed component are filled at least one described problem construction template, generate at least one after sale
Problem.
6. according to the method described in claim 4, it is characterized in that, it is described identified in the picture of problem after sale with it is described
At least one associated target product component of target product, comprising:
Contours extract is carried out to the picture of problem after sale, obtains at least one profile to be compared；
Each profile to be compared is matched at least one standardized product component of the target product respectively；
According to matching result, identifies in the picture of problem after sale and produced at least one associated target of the target product
Product component.
7. method according to claim 1-3, which is characterized in that the acquisition user is in after-sale service circle
The problem after sale inputted in face, comprising:
The voice of problem after sale that user inputs in the after-sale service interface is received, the voice of problem after sale is converted to and is sold
Question text afterwards, as the problem after sale；And/or
The question text after sale that user inputs in the after-sale service interface is received, as the problem after sale.
8. according to the method described in claim 3, it is characterized in that, described according to the after-sale service knowledge data base, acquisition
With the matched after-sales-service information of the problem after sale and export the after-sales-service information, comprising:
In the question and answer knowledge point that the after-sale service knowledge data base includes, the typical problem or the scaling problem are obtained
With at least one matched target question and answer knowledge point of the problem after sale；
According at least one described target question and answer knowledge point, generates the after-sales-service information and export.
9. according to the method described in claim 8, it is characterized in that, described according to the after-sale service knowledge data base, acquisition
With the matched after-sales-service information of the problem after sale and export the after-sales-service information, comprising:
Obtain typical problem in each target question and answer knowledge point and model answer construction result entry respectively, and by institute
Result entry is stated as the after-sales-service information and is exported.
10. according to the method described in claim 8, it is characterized in that, described according to the after-sale service knowledge data base, acquisition
With the matched after-sales-service information of the problem after sale and export the after-sales-service information, comprising:
Typical problem in each target question and answer knowledge point as query option and is exported；
It is directed to one or more target criteria problem of query option selection according to user, will be asked with the target criteria
Corresponding model answer is inscribed as the after-sales-service information and is exported.
11. the method according to claim 1, wherein exporting the after-sales-service information, comprising:
According to the matched information appearance form of the information type of the after-sales-service information, in the after-sale service interface,
The after-sales-service information is presented；
The information type of the after-sales-service information includes following one or more any combination: text, picture, moves audio
Picture and video.
12. the method according to claim 1, wherein being inputted in the after-sale service interface obtaining user
Problem after sale after, further includes:
If according to the after-sale service knowledge data base, have not been obtained with the matched after-sales-service information of problem after sale,
The problem after sale is then sent to artificial processing platform after sale to handle；
Export the after-sales-service information that the artificial processing platform after sale provides.
13. a kind of offer device of after-sales-service information characterized by comprising
After-sale service interface display module will be with the mesh for basis and the matched after-sale service trigger request of target product
The mark matched after-sale service interface of product is supplied to user, and the after-sale service interface and the after-sale service of the target product are known
Know database association；
Problem obtains module, the problem after sale inputted in the after-sale service interface for obtaining user after sale；
After-sales-service information output module, for obtaining and the problem after sale according to the after-sale service knowledge data base
The after-sales-service information matched simultaneously exports the after-sales-service information.
14. a kind of computer equipment, which is characterized in that the computer equipment includes:
One or more processors；
Storage device, for storing one or more programs；
When one or more of programs are executed by one or more of processors, so that one or more of processors are real
The now providing method of the after-sales-service information as described in any in claim 1-12.
15. a kind of storage medium, is stored thereon with computer program, which is characterized in that the realization when program is executed by processor
The providing method of after-sales-service information as described in any in claim 1-12.
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Application publication date: 20190719 |