CN110535752A - A kind of intelligent Answer System and method based on wechat public platform - Google Patents
A kind of intelligent Answer System and method based on wechat public platform Download PDFInfo
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- CN110535752A CN110535752A CN201910792364.0A CN201910792364A CN110535752A CN 110535752 A CN110535752 A CN 110535752A CN 201910792364 A CN201910792364 A CN 201910792364A CN 110535752 A CN110535752 A CN 110535752A
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- H—ELECTRICITY
- H04—ELECTRIC COMMUNICATION TECHNIQUE
- H04L—TRANSMISSION OF DIGITAL INFORMATION, e.g. TELEGRAPHIC COMMUNICATION
- H04L51/00—User-to-user messaging in packet-switching networks, transmitted according to store-and-forward or real-time protocols, e.g. e-mail
- H04L51/02—User-to-user messaging in packet-switching networks, transmitted according to store-and-forward or real-time protocols, e.g. e-mail using automatic reactions or user delegation, e.g. automatic replies or chatbot-generated messages
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- H—ELECTRICITY
- H04—ELECTRIC COMMUNICATION TECHNIQUE
- H04L—TRANSMISSION OF DIGITAL INFORMATION, e.g. TELEGRAPHIC COMMUNICATION
- H04L51/00—User-to-user messaging in packet-switching networks, transmitted according to store-and-forward or real-time protocols, e.g. e-mail
- H04L51/04—Real-time or near real-time messaging, e.g. instant messaging [IM]
- H04L51/046—Interoperability with other network applications or services
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- H—ELECTRICITY
- H04—ELECTRIC COMMUNICATION TECHNIQUE
- H04L—TRANSMISSION OF DIGITAL INFORMATION, e.g. TELEGRAPHIC COMMUNICATION
- H04L63/00—Network architectures or network communication protocols for network security
- H04L63/04—Network architectures or network communication protocols for network security for providing a confidential data exchange among entities communicating through data packet networks
- H04L63/0428—Network architectures or network communication protocols for network security for providing a confidential data exchange among entities communicating through data packet networks wherein the data content is protected, e.g. by encrypting or encapsulating the payload
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- Computer Networks & Wireless Communication (AREA)
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Abstract
The present invention proposes a kind of intelligent Answer System and method based on wechat public platform, this method step: the reply interface on configuration wechat public platform backstage is directed toward specified services server interface；Message reception module receives user and is transmitted to user management module to the message that public platform is sent；Line module is given message transmitting module after being identified and analyzed and is distributed；Mode control module is forwarded according to the state of customer service in customer service module, if customer service state allows, is transmitted to artificial customer service module, otherwise, is transmitted to intelligent answer module；If intelligent answer module receives message, then by way of artificial intelligence, corresponding answer is generated by natural language processing;If artificial customer service module receives message, customer service module is sent a message to by mobile terminal or WEB terminal and is saved;Mode control module relays to message after receiving answer and receives processing module, returns to public platform and user by message sink processing module.
Description
Technical field
The present invention is a kind of communication technology about wechat, and in particular to a kind of method of the message management of wechat public platform
And system.
Background technique
Teng Xun company provides the relevant interface that wechat public platform receives message, defines under developer's mode, micro-
Believe that public platform receives common message and receives the data packet format of event push, and sends the data packet lattice of message
Formula.
Teng Xun company only defines data packet format and requirement, does not provide data flow and business processing, to use
Person's applied software development ability, according to business self-developing.Wechat public platform user cannot be quickly complete according to demand
Cheng Kai
The application of originator mode increases development difficulty using complexity.
Wechat public platform use scope is wider, and most of reply all is the reply carried out by triggering keyword；Nowadays intelligence
Energy question answering system is also gradually commercial, and intelligent answer combination wechat public platform can provide more favorable competition for enterprise or company.
Summary of the invention
The object of the present invention is to provide a smart message answering systems based on wechat public platform, solve enterprise or public affairs
Department wants to make each user more acurrate and timely message response problem.
The invention is realized by the following technical scheme:
A kind of intelligent answer method based on wechat public platform, characterized by the following steps:
Step 1: Developer Central correct configuration server of the administrator in wechat public platform, including an address URL,
Token, message encryption and decryption key and message encryption and decryption mode；After the completion of configuration, Developer Central automatically generate primary ID,
Application ID, using key；
Step 2: administrator configures wechat public platform parameter in wechat, mainly include primary ID, application ID and application key with
And the server address of forwarding message；
Step 3: forwarding user message is arrived on wechat backstage after wechat user sends message to public platform on wechat software
In message sink processing module；
Step 4: message sink processing module is sent a message in user management module, recorded by user management module each
User corresponds to the Message Record of each public platform, and user message is saved, for analysis；
Step 5: user management module obtain save message after message transferred into next module --- mode control module into
Row processing, mode control module decide next destination of message: mode control module is connected to artificial customer service and intelligence is asked
Module is answered, after receiving message, will be had to the state of artificial customer service module inquiry customer service if customer service state allows first
The information of user and public platform mark is sent to customer service module；Otherwise intelligent answer module is issued.
Step 6: generating answer by way of natural language processing if intelligent answer module receives user message
Message simultaneously returns to mode control module；If artificial customer service module receives user message, the customer service of match state passes through end
The modes such as end or web are replied, and send mode control module for the message of reply.
Step 7: mode control module, which is obtained through step 6 after replying message, carries out the processing work of message, including it is
Question and answer preservation once replied etc., then answer is returned into message sink processing module.
Step 8: message sink processing module finally returns to after receiving answer to public platform, and it is presented to user.
In step 3, message sink processing module is the message forwarding address in the backstage configuration of wechat public platform.
In step 4, line module is responsible for the corresponding relationship of counting user and public platform, and establishes user data, so as to
Analyze the information such as user's stickiness and user's portrait.
In step 5, mode control module is the hinge for connecting different reply modes, while in connection with artificial customer service mould
Block and intelligent answer module, whenever having user message, module is lived in mode control to judge forwarding address according to condition, with intelligence
The connection type of energy question and answer module and artificial customer service module can be a variety of.
In step 7, mode control module can store the message of each user and the answer got, and be formed to user's
Message Record, at the same the data got from artificial customer service module can be transferred to after centainly handling artificial intelligence module into
The training of row corpus, improves the accuracy of intelligent answer module.
A kind of intelligence based on wechat public platform and artificial message management system, characterized by the following steps:
Wechat public platform, message sink processing module, user management module, intelligent answer module and artificial customer service module, mould
The customer service terminal of formula control module and movement or WEB terminal.
The message sink processing module replies to the main body of public platform as reception public platform message and transmission, right
Message carries out unified format analysis processing, such as filtering sensitive word.It is the interface object in the backstage configuration of wechat public platform.
The intelligent answer module is a kind of general natural language processing platform, can be by way of deep learning pair
The problem of user inputs is replied.With Language Processing submodule, corpus manages submodule and answer generates submodule.
All problems are carried out consistency treatment by Language Processing submodule, are normalized and word processing；
Corpus manages submodule, can typing relevant question and answer pair in advance, so that platform can make more according to corresponding problem
It accurately answers, and the question and answer of customer service and user can increase in corpus record, rich language material；
Answer generates submodule and obtains corresponding problem sentence by language processing module, passes through natural language processing, cooperation
Other processing modes such as retrieval type, production and knowledge mapping obtain the corresponding answer of problem.
The different user that the user management module, i.e. management send a message to public platform, and disappeared by what user sent
Breath carries out semantic analysis, the portraits data such as analysis user's stickiness to user message after filtering out privacy or sensitive word.
The mode control module, that is, the mode for controlling reply is the side replied by customer service or pass through artificial intelligence
Formula is replied, and determines the address for being sent to message；And manage the reply for obtaining different modes.
The artificial customer service module has customer service management, public platform management and applications intervention module.For passing through
The received message from wechat public platform is replied in wechat customer service.
Customer service management module, i.e. management customer service data；
Public platform management module manages different public platform information；
Applications AM access module can intervene voice processing platforms etc. and have the functions such as language and characters conversion.
The WEB or APP of the mobile terminal, are the access ways of customer service, and customer service can handle wechat public affairs by convenient and fast mode
Many numbers message and reply.
[compared with prior art, the present invention have it is following it is obvious a little:
1) present invention supports all type of messages, supports a variety of reply mechanism, can satisfy the various demands of enterprise and company；
2) present invention can call external business interface, and the message of wechat is forwarded to external system, can meet various statistics need
It asks.
3) artificial intelligence is replied and is integrated in one with artificial reply, the user message of the proper reduction into possession of energy details and omissions.
Detailed description of the invention
Fig. 1 sends a message to the flow chart replied message through the invention in user for the present invention；
Fig. 2 is the information intelligent reply processing mode according to one embodiment of the invention；
Fig. 3 is the artificial reply processing mode of customer service according to one embodiment of the invention；
Fig. 4 be it is a kind of under the control of intelligent control module, the example of answer is generated by way of intelligent answer；
Fig. 5 be it is a kind of under the control of intelligent control module, the example of answer is generated in such a way that customer service is manually replied.
Specific embodiment
As shown in figure, a kind of intelligent answer method based on wechat public platform, characterized by the following steps:
Step 1: Developer Central correct configuration server of the administrator in wechat public platform, including an address URL,
Token, message encryption and decryption key and message encryption and decryption mode；After the completion of configuration, Developer Central automatically generate primary ID,
Application ID, using key；
Step 2: administrator configures wechat public platform parameter in wechat, mainly include primary ID, application ID and application key with
And the server address of forwarding message；
Step 3: forwarding user message is arrived on wechat backstage after wechat user sends message to public platform on wechat software
In message sink processing module；
Step 4: message sink processing module is sent a message in user management module, recorded by user management module each
User corresponds to the Message Record of each public platform, and user message is saved, for analysis；
Step 5: user management module obtain save message after message transferred into next module --- mode control module into
Row processing, mode control module decide next destination of message: mode control module is connected to artificial customer service and intelligence is asked
Module is answered, after receiving message, will be had to the state of artificial customer service module inquiry customer service if customer service state allows first
The information of user and public platform mark is sent to customer service module；Otherwise intelligent answer module is issued.
Step 6: generating answer by way of natural language processing if intelligent answer module receives user message
Message simultaneously returns to mode control module；If artificial customer service module receives user message, the customer service of match state passes through end
The modes such as end or web are replied, and send mode control module for the message of reply.
Step 7: mode control module, which is obtained through step 6 after replying message, carries out the processing work of message, including it is
Question and answer preservation once replied etc., then answer is returned into message sink processing module.
Step 8: message sink processing module finally returns to after receiving answer to public platform, and it is presented to user.
In step 3, message sink processing module is the message forwarding address in the backstage configuration of wechat public platform.
User data, to analyze the information such as user's stickiness and user's portrait.
In step 5, as shown in Figure 1, mode control module is the hinge for connecting different reply parties, while in connection with people
Work customer service module and intelligent answer module, whenever having user message, module is lived in mode control can judge forwarding ground according to condition
Location can be a variety of with the connection type of intelligent answer module and artificial customer service module.
In step 7, as shown in figure 3, mode control module can store the message of each user and the answer got, shape
The Message Record of pairs of user, while the data got from artificial customer service module can be transferred to after centainly handling manually
Intelligent object carries out corpus training, improves the accuracy of intelligent answer module.
A kind of intelligence based on wechat public platform and artificial message management system, characterized by the following steps:
Wechat public platform, message sink processing module, user management module, intelligent answer module and artificial customer service module, mould
The customer service terminal of formula control module and movement or WEB terminal.
The message sink processing module replies to the main body of public platform as reception public platform message and transmission, right
Message carries out unified format analysis processing, such as filtering sensitive word.It is the interface object in the backstage configuration of wechat public platform.
The intelligent answer module is a kind of general natural language processing platform, can be by way of deep learning pair
The problem of user inputs is replied.With Language Processing submodule, corpus manages submodule and answer generates submodule.
All problems are carried out consistency treatment by Language Processing submodule, are normalized and word processing；
Corpus manages submodule, can typing relevant question and answer pair in advance, so that platform can make more according to corresponding problem
It accurately answers, and the question and answer of customer service and user can increase in corpus record, rich language material；
Answer generates submodule and obtains corresponding problem sentence by language processing module, passes through natural language processing, cooperation
Other processing modes such as retrieval type, production and knowledge mapping obtain the corresponding answer of problem.
The user management module as shown in Fig. 2, i.e. management sends a message to the different user of public platform, and passes through use
The message that family is sent carries out semantic analysis, the portraits number such as analysis user's stickiness to user message after filtering out privacy or sensitive word
According to.
The mode control module, that is, the mode for controlling reply is the side replied by customer service or pass through artificial intelligence
Formula is replied, and determines the address for being sent to message；And manage the reply for obtaining different modes.
The artificial customer service module has customer service management, public platform management and applications intervention module.For passing through
The received message from wechat public platform is replied in wechat customer service.
Customer service management module, i.e. management customer service data；
Public platform management module manages different public platform information；
Applications AM access module can intervene voice processing platforms etc. and have the functions such as language and characters conversion.
The WEB or APP of the mobile terminal, are the access ways of customer service, and customer service can handle wechat public affairs by convenient and fast mode
Many numbers message and reply.
As shown in figure 4, a kind of intelligent Answering method based on wechat public platform, includes the following steps:
Step 1: Developer Central correct configuration server of the administrator in wechat public platform, including an address URL,
Token, message encryption and decryption key and message encryption and decryption mode；After the completion of configuration, Developer Central automatically generate primary ID,
Application ID, using key；
Step 2: administrator configures wechat public platform parameter in wechat management system, mainly includes primary ID, application ID and answer
Use key；
Step 3: forwarding user message is arrived on wechat backstage after wechat user sends message to public platform on wechat software
In message sink processing module；
Step 4: message sink processing module is sent a message in user management module, recorded by user management module each
User corresponds to the Message Record of each public platform, and user message is saved, for analysis；
Step 5: user management module obtain save message after message transferred into next module --- mode control module into
Row processing, mode control module inquires artificial customer service module first, the result is that temporarily the customer service without satisfaction is online, mode control module
User message is sent to intelligent answer module.
Step 6: intelligent answer module is according to the message received, by way of natural language processing, as corpus is examined
Rope, production algorithm, knowledge mapping etc. obtain the corresponding answer of problem, and return to mode control module.
Step 7: mode control module saves this message Question Log, for subsequent analysis and check.And it is back to and disappears
Breath receives processing module, receives processing module by message and is back to public platform.
In step 4, user management module will record the Message Record of each user and save into database, be used for
Customer analysis.
In step 5, the message that intelligent answer platform receives is generally text message, can be by micro- if it is voice
The text interface that turns of letter is converted on wechat backstage.
As shown in figure 5, method is answered in a kind of artificial customer service based on wechat public platform, include the following steps:
Step 1: Developer Central correct configuration server of the administrator in wechat public platform, including an address URL,
Token, message encryption and decryption key and message encryption and decryption mode；After the completion of configuration, Developer Central automatically generate primary ID,
Application ID, using key；
Step 2: administrator configures wechat public platform parameter in wechat management system, mainly includes primary ID, application ID and answer
Use key；
Step 3: forwarding user message is arrived on wechat backstage after wechat user sends message to public platform on wechat software
In message sink processing module；
Step 4: message sink processing module is sent a message in user management module, recorded by user management module each
User corresponds to the Message Record of each public platform, and user message is saved, for analysis；
Step 5: user management module obtain save message after message transferred into next module --- mode control module into
Row processing, mode control module inquires artificial customer service module first, the result is that there is the customer service (feelings such as customer service is online of the condition of satisfaction
Condition), then send a message to artificial customer service module.
Step 6: artificial customer service module is carried out artificial according to the message received by the customer service logged in by terminal or the end Web
It replies message, and is back to mode control module.
Step 7: mode control module saves this message Question Log, for subsequent analysis and check.And it is back to and disappears
Breath receives processing module, receives processing module by message and is back to public platform.
In step 4, user management module will record the Message Record of each user and save into database, be used for
Customer analysis.
In step 5, the message manually replied can be text, language or picture, link etc..Customer service can pass through voice
The mode of input is converted into text by the language and characters interface outside access；If it is picture etc., it is possible to provide the ground of picture
Location is converted by message sink processing module.
In step 6, as shown, mode control module obtains the answer of artificial customer service module, and there are restrictive conditions, such as super
When time etc., if not getting the reply of customer service in the case where meeting restrictive condition then, intelligent answer mould will be passed through
Block obtains message back.
Claims (5)
1. a kind of intelligent answer method based on wechat public platform, it is characterized in that: it includes the following steps:
A, configuration wechat public platform docks message sink processing module, with being forwarded to designated external by the message of wechat public platform
Location；
B, after message sink processing module receives the message from wechat public platform, it is sent to line module, to distinguish not
With the record of user, and storage analysis user's habit, stickiness can be done etc.；
C, next line module sends a message to mode control module, and next turn of mode control module control message
Hair confirms forwarding destination according to the situation with artificial customer service system；
If D, there is the address that customer service is eligible, and mode control module is registered according to artificial customer service module, wechat will be identified
Public platform and the message of user are transmitted to corresponding customer service；The message that a task obtains customer service system is in addition registered simultaneously；
In this step, the content that customer service is replied can be returned in such a way that text or voice turn text；
If eligible without customer service, mode control module forwards the message to intelligent answer module, and intelligent answer module is to micro-
The message that letter is sent obtains answer by way of natural language processing；
E, after obtaining answer through step D, mode control module sends message sink processing module for answer and specifies in address,
It is finally sent to wechat public platform, user is replied to by public platform.
2. in step A as described in claim 1, it is characterized in that: configuration wechat background service, provides the interface of an outside,
Rather than it is directly replied on wechat backstage.
3. in step D as described in claim 1, it is characterized in that: supporting customized reply, and supporting through artificial intelligence
Mode returns to the relevant answer of user by natural language processing, but also supports to be returned manually by way of manually accessing
It is multiple.
4. in step D as described in claim 1, it is characterized in that: passing through other one if there is corresponding customer service eligible
A task obtains the message of customer service, obtains the interface return message for recalling wechat public platform after completing, does not block wechat public affairs
Many numbers.
5. the system of a kind of intelligence based on wechat public platform and artificial message management, it is characterized in that: it includes: the wechat public
Platform, message sink processing module, user management module, intelligent answer module and artificial customer service module, mode control module with
And mobile or WEB terminal customer service terminal；
The wechat public platform is that enterprise and tissue provide more powerful business service and user management by wechat offer
Ability, it is main to be biased to service class interaction (function provides binding information similar to 12315,114, bank, service interaction)；
The message sink processing module, i.e., as receiving public platform message and sending the main body for replying to public platform, to message
Carry out unified format analysis processing, such as filtering sensitive word；It is the interface object in the backstage configuration of wechat public platform；
The intelligent answer module is a kind of general natural language processing platform, can be by way of deep learning to user
The problem of input, is replied；With Language Processing submodule, corpus manages submodule and answer generates submodule；
All problems are carried out consistency treatment by Language Processing submodule, are normalized and word processing；
Corpus manages submodule, can typing relevant question and answer pair in advance, so that platform can make more according to corresponding problem
It accurately answers, and the question and answer of customer service and user can increase in corpus record, rich language material；
Answer generates submodule and obtains corresponding problem sentence by language processing module, passes through natural language processing, cooperation
Other processing modes such as retrieval type, production and knowledge mapping obtain the corresponding answer of problem；
The different user that the user management module, i.e. management send a message to public platform, and the message sent by user, mistake
Semantic analysis, the portraits data such as analysis user's stickiness are carried out to user message after filtering privacy or sensitive word；
The mode control module, that is, the mode for controlling reply are returned by way of customer service reply or by artificial intelligence
It is multiple, determine the address for being sent to message；And manage the reply for obtaining different modes；
The artificial customer service module has customer service management, public platform management and applications intervention module；For passing through wechat
The received message from wechat public platform is replied in customer service；
Customer service management module, i.e. management customer service data；
Public platform management module manages different public platform information；
Applications AM access module can intervene voice processing platforms etc. and have the functions such as language and characters conversion；
The WEB or APP of the mobile terminal, are the access ways of customer service, and customer service can handle wechat public platform by convenient and fast mode
Message and reply.
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| CN114297365A (en) * | 2022-03-04 | 2022-04-08 | 广东联讯科技发展股份有限公司 | Intelligent customer service system and method based on Internet |
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