CN110428267B - Content processing method and device, computer system and readable storage medium - Google Patents
Content processing method and device, computer system and readable storage medium Download PDFInfo
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- CN110428267B CN110428267B CN201910706870.3A CN201910706870A CN110428267B CN 110428267 B CN110428267 B CN 110428267B CN 201910706870 A CN201910706870 A CN 201910706870A CN 110428267 B CN110428267 B CN 110428267B
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- G—PHYSICS
- G06—COMPUTING; CALCULATING OR COUNTING
- G06F—ELECTRIC DIGITAL DATA PROCESSING
- G06F16/00—Information retrieval; Database structures therefor; File system structures therefor
- G06F16/30—Information retrieval; Database structures therefor; File system structures therefor of unstructured textual data
- G06F16/33—Querying
- G06F16/332—Query formulation
- G06F16/3329—Natural language query formulation or dialogue systems
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- G—PHYSICS
- G06—COMPUTING; CALCULATING OR COUNTING
- G06F—ELECTRIC DIGITAL DATA PROCESSING
- G06F16/00—Information retrieval; Database structures therefor; File system structures therefor
- G06F16/30—Information retrieval; Database structures therefor; File system structures therefor of unstructured textual data
- G06F16/34—Browsing; Visualisation therefor
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- G—PHYSICS
- G06—COMPUTING; CALCULATING OR COUNTING
- 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
- G06Q30/00—Commerce
- G06Q30/01—Customer relationship services
- G06Q30/015—Providing customer assistance, e.g. assisting a customer within a business location or via helpdesk
- G06Q30/016—After-sales
Abstract
The present disclosure provides a content processing method applied to an interactive system capable of processing and responding to acquired input content, the method including: acquiring user input content; determining whether a manual service mode needs to be switched based on the user input content; under the condition that the manual service mode needs to be switched, first information is determined, and the first information can represent the reason for switching the manual service mode; and responding to the need of switching to the manual service mode, and displaying the first information in the manual service mode. The present disclosure also provides a content processing apparatus, a computer system, and a computer-readable storage medium.
Description
Technical Field
The present disclosure relates to a content processing method, a content processing apparatus, a computer system, and a computer-readable storage medium.
Background
The interactive system can establish quick and effective communication between the business service party and the user based on natural language, and in the related technology, the problems of multiple intentions of the user are usually encountered, such as the mouse is broken and the blue screen of a computer display is simultaneously displayed. And the communication efficiency can be further improved by reasonably solving the problems.
Disclosure of Invention
One aspect of the present disclosure provides a content processing method applied to an interactive system capable of processing and responding to acquired input content, the method including: acquiring user input content; determining whether to switch to the manual service mode based on the user input content; under the condition that the manual service mode needs to be switched, first information is determined, and the first information can represent the reason for switching the manual service mode; and responding to the need to switch to the manual service mode, and displaying the first information in the manual service mode.
Optionally, the determining the first information includes: analyzing the input content of the user and determining the emotion information of the user before switching to the manual service mode; and determining first information capable of representing the reason for switching the manual service mode according to the emotion information of the user.
Optionally, the determining the first information includes: analyzing the input content of the user to determine the intention of the user; and determining first information capable of representing the reason for switching the manual service mode according to the intention of the user.
Optionally, switching to the manual service mode in response to the need includes: and switching to the target customer service for realizing the intention of the user according to the intention of the user.
Optionally, the content processing method further includes: acquiring historical information associated with the input content under the condition that the manual service mode needs to be switched; analyzing the historical information to determine one or more intentions in the historical information; and displaying one or more intentions in the historical information while displaying the reason for needing to switch the manual service mode.
Another aspect of the present disclosure provides a content processing apparatus applied to an interactive system capable of processing and responding to acquired input content, the apparatus including: the first acquisition module is used for acquiring user input content; a first determining module, configured to determine whether a manual service mode needs to be switched based on the user input content; the second determining module is used for determining first information under the condition that the manual service mode needs to be switched, wherein the first information can represent the reason for switching the manual service mode; and a response display module, configured to respond to the need to switch to the manual service mode, and display the first information in the manual service mode.
Optionally, the second determining module is configured to: analyzing the input content of the user and determining the emotion information of the user before switching to the manual service mode; and determining first information capable of representing the reason for switching the manual service mode according to the emotion information of the user.
Optionally, the second determining module is configured to: analyzing the user input content to determine the intention of the user; and determining first information capable of representing the reason for switching the manual service mode according to the intention of the user.
Optionally, the response display module is configured to switch to a target customer service for enabling the user's intention according to the user's intention.
Optionally, the content processing apparatus further includes: a second obtaining module, configured to obtain history information associated with the input content when it is determined that the manual service mode needs to be switched; the third determining module is used for analyzing the historical information and determining one or more intentions in the historical information; and the response display module is also used for displaying one or more intentions in the historical information while displaying the reason for switching the manual service mode.
Another aspect of the present disclosure provides a computer system comprising: one or more processors; memory for storing one or more programs, wherein the one or more programs, when executed by the one or more processors, cause the one or more processors to implement the method as described above.
Another aspect of the disclosure provides a computer-readable storage medium having stored thereon executable instructions that, when executed by a processor, cause the processor to implement the method as described above.
Another aspect of the disclosure provides a computer program comprising computer executable instructions for implementing the method as described above when executed.
Drawings
For a more complete understanding of the present disclosure and the advantages thereof, reference is now made to the following descriptions taken in conjunction with the accompanying drawings, in which:
fig. 1 schematically illustrates an application scenario of a content processing method and apparatus according to an embodiment of the present disclosure;
FIG. 2 schematically shows a flow chart of a content processing method according to an embodiment of the present disclosure;
FIG. 3 schematically illustrates a flow chart for determining first information according to an embodiment of the present disclosure;
FIG. 4 schematically shows a flow chart for determining first information according to another embodiment of the present disclosure;
FIG. 5 schematically shows a flow chart of a content processing method according to another embodiment of the present disclosure;
FIG. 6 schematically illustrates a diagram of a plurality of intentions of a user, in accordance with an embodiment of the present disclosure;
FIG. 7 schematically illustrates a diagram of user intent in accordance with an embodiment of the disclosure;
FIG. 8 schematically shows a block diagram of a content processing apparatus according to an embodiment of the present disclosure; and
fig. 9 schematically illustrates a block diagram of a computer system suitable for implementing the content processing method described above according to an embodiment of the present disclosure.
Detailed Description
Hereinafter, embodiments of the present disclosure will be described with reference to the accompanying drawings. It should be understood that the description is illustrative only and is not intended to limit the scope of the present disclosure. In the following detailed description, for purposes of explanation, numerous specific details are set forth in order to provide a thorough understanding of the embodiments of the disclosure. It may be evident, however, that one or more embodiments may be practiced without these specific details. Moreover, in the following description, descriptions of well-known structures and techniques are omitted so as to not unnecessarily obscure the concepts of the present disclosure.
The terminology used herein is for the purpose of describing particular embodiments only and is not intended to be limiting of the disclosure. The terms "comprises," "comprising," and the like, as used herein, specify the presence of stated features, steps, operations, and/or components, but do not preclude the presence or addition of one or more other features, steps, operations, or components.
All terms (including technical and scientific terms) used herein have the same meaning as commonly understood by one of ordinary skill in the art unless otherwise defined. It is noted that the terms used herein should be interpreted as having a meaning that is consistent with the context of this specification and should not be interpreted in an idealized or overly formal sense.
Where a convention analogous to "at least one of A, B, and C, etc." is used, in general such a construction is intended in the sense one having skill in the art would understand the convention (e.g., "a system having at least one of A, B, and C" would include but not be limited to systems that have A alone, B alone, C alone, A and B together, A and C together, B and C together, and/or A, B, and C together, etc.). Where a convention analogous to "at least one of A, B, or C, etc." is used, in general such a construction is intended in the sense one having skill in the art would understand the convention (e.g., "a system having at least one of A, B, or C" would include but not be limited to systems that have A alone, B alone, C alone, A and B together, A and C together, B and C together, and/or A, B, and C together, etc.).
Some block diagrams and/or flow diagrams are shown in the figures. It will be understood that some blocks of the block diagrams and/or flowchart illustrations, or combinations thereof, can be implemented by computer program instructions. These computer program instructions may be provided to a processor of a general purpose computer, special purpose computer, or other programmable data processing apparatus, such that the instructions, which execute via the processor, create means for implementing the functions/acts specified in the block diagrams and/or flowchart block or blocks. The techniques of this disclosure may be implemented in hardware and/or software (including firmware, microcode, etc.). In addition, the techniques of this disclosure may take the form of a computer program product on a computer-readable storage medium having instructions stored thereon for use by or in connection with an instruction execution system.
The chat robot can not understand or capture the intention of the user for some specific tasks, parts of contents, specific emotions and the like, and needs to be served by workers. However, before going to manual, the chat bot may have chatted much with the user, some problems may have been resolved, and some problems have not been resolved.
However, in the related art, it is generally required that a user actively requests a manual customer service to answer, or after the manual customer service takes over the customer, it is difficult to know the previous chat content. Generally, the user is required to explain again, or a manual customer service is required to read the chat log of the chat robot and the user again. By the above manner, by asking what help the user needs again, the user experience is not good. If the chat log is read by the manual customer service, the user needs to wait for a long time, and the chat log is not friendly to both the user and the customer service.
The embodiment of the disclosure provides a content processing method, which is applied to an interactive system capable of processing and responding to acquired input content, and the method comprises the following steps: acquiring user input content; determining whether a manual service mode needs to be switched based on the user input content; under the condition that the manual service mode needs to be switched, first information is determined, and the first information can represent the reason for switching the manual service mode; and responding to the need of switching to the manual service mode, and displaying the first information in the manual service mode.
Fig. 1 schematically illustrates an application scenario of a content processing method and apparatus according to an embodiment of the present disclosure. It should be noted that fig. 1 is only an example of a scenario in which the embodiments of the present disclosure may be applied to help those skilled in the art understand the technical content of the present disclosure, and does not mean that the embodiments of the present disclosure may not be applied to other devices, systems, environments or scenarios.
As shown in fig. 1, a user may interact with an interactive system, and the identification information of the interactive system may be a chat robot. For example, the user may enter the content: "your XXXX (content representing negative emotions) XXX". The chat robot may retrieve user input and determine whether to switch to a manual service mode based on the user input. For example, the chat robot responds: "it will be clearer that you look like a question that needs to be handed to a manual customer service, and will be somewhat more waiting to turn you manually".
According to the embodiment of the disclosure, when the manual service is switched, the reason for switching the manual service can be displayed, so that the customer service can be directly processed after the manual service is switched or can be switched to a proper manual work.
According to the embodiment of the disclosure, when manual service is switched, the chat between the chat robot and the client can be organized.
For example, the reason for the manual work, the detailed description of the reason, the problem encountered by the user, whether each problem is solved, the time consumed for each problem, and the like are collated. At the same time, there may be customer information.
According to the embodiment of the present disclosure, the cause of the manual operation can also be highlighted. For example, the question or piece of chat content encountered in going to manual service is presented on the right (or left) side of the display screen 110 and highlighted.
According to the embodiment of the disclosure, the reason of the manual operation can be described in detail, and the manual customer service can browse the content.
According to the embodiment of the disclosure, for the summarized problems encountered by the user, the manual customer service can click on the unsolved problems and browse each problem.
According to the embodiment of the disclosure, some personal information of the user can be displayed, so that the user can know the customer better for service by people.
According to the embodiment of the disclosure, after the manual customer service knows the reason for the manual customer service and the user information, the contents of the user can be solved through the input device 120 on the electronic device 100. For example, a human customer service may enter: "you good, apology to you first. You can try to solve \8230; "hi 8230;" in the following manner.
According to the embodiment of the disclosure, after the manual customer service sees the information, the reasons for manual workers and corresponding conversations are clear at a glance, and the energy and time of the manual customer service are saved.
According to the embodiment of the present disclosure, the waiting time of the user can also be reduced. The manual customer service does not need to re-chat with the customer service about the problems encountered by the user. The waiting time of the user or the time for chatting the problem again is reduced, and the experience good feeling of the user is improved.
According to the embodiment of the disclosure, the manual customer service can more easily grasp the emphasis. If the manual reason is that the negative emotions of the user are severe, the customer service may be better to placate the user, which is a great help for the customer service.
Fig. 2 schematically shows a flow chart of a content processing method according to an embodiment of the present disclosure.
The content processing method is applied to an interactive system capable of processing and responding to acquired input content, and as shown in fig. 2, the method includes operations S210 to S240.
In operation S210, user input content is acquired.
In operation S220, it is determined whether it is necessary to switch to the manual service mode based on the user input contents.
According to the embodiment of the disclosure, for example, the user input content is a problem that cannot be solved by an interactive system, or the user input content is a very angry expression or a character, the user input content is a request for manual service, and the like. It may be determined that a manual service mode needs to be switched.
In operation S230, in case it is determined that the manual service mode needs to be transferred, first information capable of characterizing a reason for the manual service mode needing to be transferred is determined.
According to an embodiment of the present disclosure, the first information may be content extracted from the user input content or may be content summarized based on the user input content. For example, the first information may be a problem extracted from the user input content that the interactive system cannot solve, or the first information may be that the negative mood of the user summarized from the user input content is very severe.
In operation S240, in response to a need to switch to the manual service mode, in the manual service mode, the first information is presented.
According to the embodiment of the disclosure, the first information can be displayed in an interactive interface of an interactive system and a user. According to an embodiment of the present disclosure, the first information may not be visible to the user, but only to the customer service provider. According to an embodiment of the present disclosure, the first information is simple compared to the user input content
Through the embodiment of the disclosure, when manual service needs to be switched, certain arrangement can be carried out on the interactive information which has occurred between the interactive system and the user, so that the first information is obtained, and the first information is displayed. The method and the system can enable the manual customer service to quickly browse the first information, do not need to read the chatting log of the user again, can grasp the key point more easily, and can reduce the waiting time of the user. The manual customer service does not need to chat the user with the customer service again. The waiting time of the user or the time for chatting the problem again is reduced, and the experience good feeling of the user is improved.
The method shown in fig. 2 is further described with reference to fig. 3-5 in conjunction with specific embodiments.
Fig. 3 schematically shows a flow chart for determining first information according to an embodiment of the present disclosure.
As shown in fig. 3, the operation S230 shown in fig. 2 of the present disclosure determines that the first information may include operations S231 to S232.
In operation S231, the user input content is analyzed to determine emotional information of the user before switching to the manual service mode.
In operation S232, first information capable of characterizing a reason why the manual service mode needs to be transferred is determined according to the emotion information of the user.
According to embodiments of the present disclosure, the emotional information of the user may include engendering, impatience, fire, insulting, and the like.
According to an embodiment of the present disclosure, the first information may be emotional information of the user and a detailed description.
According to the embodiment of the disclosure, the nature and the state of the customer can be more understood by the artificial customer service. The complaints of the user can be more tolerant and prepared psychologically, and the problem can be solved more specifically.
Fig. 4 schematically shows a flow chart for determining first information according to another embodiment of the present disclosure.
As shown in fig. 4, the determining of the first information in operation S230 shown in fig. 2 of the present disclosure may include operations S233 to S234.
In operation S233, the user input content is analyzed to determine the user' S intention.
In operation S234, first information that can characterize a reason why the manual service mode needs to be transferred is determined according to the user' S intention.
According to embodiments of the present disclosure, the user's intent may include a question that the user desires, or the user explicitly indicates that manual service is desired, or the like.
According to an embodiment of the present disclosure, the first information may be an intention of the user and a detailed description.
Fig. 5 schematically shows a flow chart of a content processing method according to another embodiment of the present disclosure.
As shown in fig. 5, the method includes operations S510 to S530.
In operation S510, in case it is determined that the manual service mode needs to be transferred, history information associated with the input content is acquired.
In operation S520, the history information is analyzed to determine one or more intentions in the history information.
In operation S530, one or more intents in the history information are presented while the reason why the manual service mode needs to be transferred is presented.
The following explains one or more intentions of presenting the history information in operation S530 with reference to fig. 6.
FIG. 6 schematically shows a diagram of a plurality of intentions of a user according to an embodiment of the present disclosure.
As shown in fig. 6, analyzing the content of the user input may result in a plurality of intentions of the user.
For example, the user's multiple intentions may include the following questions. Problem 1: wiFi cannot be connected; the state is as follows: has already been solved; time consumption: for 10 minutes. Problem 2: damage of the mouse; and (3) state: the problem is solved; time consumption: for 5 minutes. Problem 3: the blue screen problem; the state is as follows: is not solved; time consumption: for 15 minutes.
According to the embodiment of the disclosure, the user can be switched to the target customer service capable of realizing the intention of the user according to the intention of the user, so that the manual service mode can be switched in response to the demand.
For example, a computer-like problem may be diverted to customer service that can resolve the computer problem. The problem of the mobile phone can be transferred to customer service which can solve the problem of the mobile phone.
According to the embodiments of the present disclosure, the reasons for switching to the manual service mode may be classified into several categories: the negative emotion of the user is serious, the problem needs manual help, the problem of the user cannot be understood, and the like. When the manual service is switched, the information can be displayed to the manual customer service. And highlights the chat content where the questions appear or the questions themselves. Meanwhile, the information of the solution state, the problem and the time of other problems of the user is also displayed to the customer service. The interactive interface can also display some personal information of the customer for reference of the manual customer service, and the manual customer service can conveniently and clearly know the information.
According to the embodiment of the disclosure, in a state that one or more intentions in the historical information are displayed in the interactive interface, the manual customer service can also select one of the intentions, and the interactive system can automatically jump to a description position about the intention in the historical information.
FIG. 7 schematically shows a schematic diagram of user intent in accordance with an embodiment of the disclosure.
As shown in fig. 7, the user input content is analyzed, and the user's intention can be obtained to solve the blue screen problem of the computer. The manual customer service can click the problem displayed on the interactive interface to jump to the previous chat information. The chat message may be highlighted, for example, in italicized bold in FIG. 7, while previously irrelevant information is not highlighted.
Fig. 8 schematically shows a block diagram of a content processing apparatus according to an embodiment of the present disclosure.
The content processing apparatus 800 may be applied to an interactive system capable of processing and responding to the acquired input content, and as shown in fig. 8, the content processing apparatus 800 includes a first acquisition module 810, a first determination module 820, a second determination module 830, and a response presentation module 840.
The first obtaining module 810 is used for obtaining user input content.
The first determination module 820 is used to determine whether the manual service mode needs to be switched based on the user input content.
The second determining module 830 is configured to determine first information, where the manual service mode needs to be switched, where the first information can characterize a reason why the manual service mode needs to be switched.
The response display module 840 is configured to display the first information in the manual service mode in response to a need to switch to the manual service mode.
Through the embodiment of the disclosure, when manual service is required to be switched, certain arrangement can be carried out on interactive information which has occurred between an interactive system and a user, so that first information is obtained, and the first information is displayed. The method and the system can enable the manual customer service to quickly browse the first information, do not need to read the chat log of the user again, can easily grasp the key point, and can reduce the waiting time of the user. The manual customer service does not need to chat the user with the customer service again. The waiting time of the user or the time for chatting the problem again is reduced, and the experience good feeling of the user is improved.
According to the embodiment of the present disclosure, the second determining module 830 is configured to analyze the content input by the user, determine emotion information of the user before switching to the manual service mode, and determine the first information capable of characterizing a reason for switching to the manual service mode according to the emotion information of the user.
According to the embodiment of the present disclosure, the second determining module 830 is configured to analyze the content input by the user, determine the intention of the user, and determine the first information capable of characterizing the reason why the manual service mode needs to be switched according to the intention of the user.
According to an embodiment of the present disclosure, the response presentation module 840 is configured to forward to a target customer service for enabling the user's intention according to the user's intention.
According to an embodiment of the present disclosure, the content processing apparatus 800 may further include a second obtaining module and a third determining module.
And the second acquisition module is used for acquiring historical information associated with the input content under the condition that the manual service mode needs to be switched.
The third determination module is used for analyzing the historical information and determining one or more intentions in the historical information.
According to an embodiment of the present disclosure, the response presentation module 840 is further configured to present one or more intents in the historical information while presenting the reason for the need to switch to the manual service mode.
Any number of modules, sub-modules, units, sub-units, or at least part of the functionality of any number thereof according to embodiments of the present disclosure may be implemented in one module. Any one or more of the modules, sub-modules, units, and sub-units according to the embodiments of the present disclosure may be implemented by being split into a plurality of modules. Any one or more of the modules, sub-modules, units, sub-units according to embodiments of the present disclosure may be implemented at least in part as a hardware circuit, such as a Field Programmable Gate Array (FPGA), a Programmable Logic Array (PLA), a system on a chip, a system on a substrate, a system on a package, an Application Specific Integrated Circuit (ASIC), or may be implemented in any other reasonable manner of hardware or firmware by integrating or packaging a circuit, or in any one of or a suitable combination of software, hardware, and firmware implementations. Alternatively, one or more of the modules, sub-modules, units, sub-units according to embodiments of the disclosure may be at least partially implemented as a computer program module, which when executed may perform the corresponding functions.
For example, any plurality of the first obtaining module 810, the first determining module 820, the second determining module 830, and the response exhibiting module 840 may be combined into one module to be implemented, or any one of the modules may be split into a plurality of modules. Alternatively, at least part of the functionality of one or more of these modules may be combined with at least part of the functionality of the other modules and implemented in one module. According to an embodiment of the present disclosure, at least one of the first obtaining module 810, the first determining module 820, the second determining module 830 and the response exposing module 840 may be at least partially implemented as a hardware circuit, such as a Field Programmable Gate Array (FPGA), a Programmable Logic Array (PLA), a system on a chip, a system on a substrate, a system on a package, an Application Specific Integrated Circuit (ASIC), or may be implemented by hardware or firmware in any other reasonable manner of integrating or packaging a circuit, or implemented by any one of three implementations of software, hardware and firmware, or any suitable combination of any of them. Alternatively, at least one of the first obtaining module 810, the first determining module 820, the second determining module 830 and the response exposing module 840 may be at least partially implemented as a computer program module, which when executed, may perform a corresponding function.
The present disclosure provides a computer system comprising: one or more processors; memory for storing one or more programs, wherein the one or more programs, when executed by the one or more processors, cause the one or more processors to implement the method as described above.
FIG. 9 schematically illustrates a block diagram of a computer system suitable for implementing the above-described method according to an embodiment of the present disclosure. The computer system illustrated in FIG. 9 is only one example and should not impose any limitations on the scope of use or functionality of embodiments of the disclosure.
As shown in fig. 9, computer system 900 includes a processor 910 and a computer-readable storage medium 920. The computer system 900 may perform a method according to an embodiment of the disclosure.
In particular, processor 910 may include, for example, a general purpose microprocessor, an instruction set processor and/or related chip sets and/or a special purpose microprocessor (e.g., an Application Specific Integrated Circuit (ASIC)), among others. The processor 910 may also include on-board memory for caching purposes. The processor 910 may be a single processing unit or a plurality of processing units for performing the different actions of the method flows according to embodiments of the present disclosure.
Computer-readable storage media 920, for example, may be non-volatile computer-readable storage media, specific examples including, but not limited to: magnetic storage devices, such as magnetic tape or Hard Disk Drives (HDDs); optical storage devices, such as compact disks (CD-ROMs); a memory, such as a Random Access Memory (RAM) or a flash memory; and so on.
The computer-readable storage medium 920 may include a computer program 921, which computer program 921 may include code/computer-executable instructions that, when executed by the processor 910, cause the processor 910 to perform a method according to an embodiment of the present disclosure, or any variation thereof.
The computer program 921 may be configured with, for example, computer program code comprising computer program modules. For example, in an example embodiment, code in computer program 921 may include one or more program modules, including, for example, 921A, modules 921B, \8230; \8230. It should be noted that the division and number of the modules are not fixed, and those skilled in the art may use suitable program modules or program module combinations according to actual situations, so that the processor 910 may execute the method according to the embodiment of the present disclosure or any variation thereof when the program modules are executed by the processor 910.
According to an embodiment of the present invention, at least one of the first obtaining module 810, the first determining module 820, the second determining module 830 and the response exhibiting module 840 may be implemented as a computer program module described with reference to fig. 9, which, when executed by the processor 910, may implement the respective operations described above.
The present disclosure provides a computer readable storage medium having stored thereon executable instructions which, when executed by a processor, cause the processor to implement the method as described above.
According to an embodiment of the present disclosure, the computer-readable storage medium may be embodied in the apparatus/device/system described in the above-described embodiment; or may exist alone without being assembled into the device/apparatus/system. The computer-readable storage medium carries one or more programs which, when executed, implement a method according to an embodiment of the disclosure.
According to embodiments of the present disclosure, the computer-readable storage medium may be a non-volatile computer-readable storage medium, which may include, for example but is not limited to: a portable computer diskette, a hard disk, a Random Access Memory (RAM), a read-only memory (ROM), an erasable programmable read-only memory (EPROM or flash memory), a portable compact disc read-only memory (CD-ROM), an optical storage device, a magnetic storage device, or any suitable combination of the foregoing. In the present disclosure, a computer readable storage medium may be any tangible medium that can contain, or store a program for use by or in connection with an instruction execution system, apparatus, or device.
The flowchart and block diagrams in the figures illustrate the architecture, functionality, and operation of possible implementations of systems, methods and computer program products according to various embodiments of the present disclosure. In this regard, each block in the flowchart or block diagrams may represent a module, segment, or portion of code, which comprises one or more executable instructions for implementing the specified logical function(s). It should also be noted that, in some alternative implementations, the functions noted in the block may occur out of the order noted in the figures. For example, two blocks shown in succession may, in fact, be executed substantially concurrently, or the blocks may sometimes be executed in the reverse order, depending upon the functionality involved. It will also be noted that each block of the block diagrams or flowchart illustration, and combinations of blocks in the block diagrams or flowchart illustration, can be implemented by special purpose hardware-based systems which perform the specified functions or acts, or combinations of special purpose hardware and computer instructions.
It will be appreciated by those skilled in the art that various combinations and/or combinations of the features recited in the various embodiments of the disclosure and/or the claims may be made even if such combinations or combinations are not explicitly recited in the disclosure. In particular, various combinations and/or combinations of the features recited in the various embodiments of the present disclosure and/or the claims may be made without departing from the spirit and teachings of the present disclosure. All such combinations and/or associations are within the scope of the present disclosure.
While the disclosure has been shown and described with reference to certain exemplary embodiments thereof, it will be understood by those skilled in the art that various changes in form and details may be made therein without departing from the spirit and scope of the disclosure as defined by the appended claims and their equivalents. Accordingly, the scope of the present disclosure should not be limited to the above-described embodiments, but should be defined not only by the appended claims, but also by equivalents thereof.
Claims (9)
1. A content processing method is applied to an interactive system capable of processing and responding to acquired input content, and comprises the following steps:
acquiring user input content;
determining whether a manual service mode needs to be switched based on the user input content;
under the condition that the manual service mode needs to be switched, first information is determined, and the first information can represent the reason for switching the manual service mode; and
responding to the need of switching the manual service mode, and displaying the first information in the manual service mode;
acquiring historical information associated with the input content under the condition that the manual service mode needs to be switched;
analyzing the historical information to determine one or more intents in the historical information;
presenting one or more intents in the historical information while presenting the first information, the one or more intents including a resolution status, a problem occurrence, and a wait time; and
in a state that one or more intentions in the historical information are displayed in the interactive interface, in response to one of the intentions selected by the manual customer service, the interactive system automatically jumps to a description position related to the intention in the historical information, and highlights chat contents or questions with the intention.
2. The method of claim 1, wherein the determining first information comprises:
analyzing the input content of the user, and determining emotion information of the user before switching to the manual service mode; and
and determining first information capable of representing the reason for switching the manual service mode according to the emotion information of the user.
3. The method of claim 1, wherein the determining first information comprises:
analyzing the user input content to determine the intention of the user; and
determining first information capable of characterizing the reason for the need to switch the manual service mode according to the user's intention.
4. The method of claim 3, wherein transitioning the manual service mode in response to the need comprises:
and switching to target customer service for realizing the user intention according to the user intention.
5. A content processing apparatus applied to an interactive system capable of processing and responding to acquired input content, the apparatus comprising:
the first acquisition module is used for acquiring user input content;
the first determining module is used for determining whether the manual service mode needs to be switched or not based on the user input content;
the second determination module is used for determining first information under the condition that the manual service mode needs to be switched, wherein the first information can represent the reason for switching the manual service mode; and
the response display module is used for responding to the need of switching the manual service mode and displaying the first information in the manual service mode;
acquiring historical information associated with the input content under the condition that the manual service mode needs to be switched;
analyzing the historical information to determine one or more intents in the historical information;
while presenting the first information, presenting one or more intentions in the historical information, the one or more intentions including resolution status, problem occurrence, and latency; and
in the state of displaying one or more intentions in the history information in the interactive interface, responding to one intention selected by a manual customer service, automatically jumping to a description position related to the intention in the history information by the interactive system, and highlighting the chat content or the question with the intention.
6. The apparatus of claim 5, wherein the second determination module is to:
analyzing the input content of the user, and determining emotion information of the user before switching to the manual service mode; and
and determining first information capable of representing the reason for switching the manual service mode according to the emotion information of the user.
7. The apparatus of claim 5, wherein the second determination module is to:
analyzing the user input content to determine the intention of the user; and
and determining first information capable of characterizing the reason for switching the manual service mode according to the intention of the user.
8. A computer system, comprising:
one or more processors;
a memory for storing one or more programs,
wherein the one or more programs, when executed by the one or more processors, cause the one or more processors to implement the method of any of claims 1-4.
9. A computer readable storage medium having stored thereon executable instructions which, when executed by a processor, cause the processor to carry out the method of any one of claims 1 to 4.
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