CN110555201B - Knowledge document generation method, device, electronic equipment and storage medium - Google Patents
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Abstract
The invention provides a knowledge document generation method, a knowledge document generation device, electronic equipment and a storage medium. The knowledge document generation method provided by the invention comprises the steps of firstly issuing a first editing task file, wherein the first editing task file comprises public attribute items and regional attribute items, the public attribute items are filled with public attribute data, then acquiring regional attribute data responding to the first editing task, wherein the regional attribute data is used for filling the regional attribute items, and finally generating the knowledge document according to the regional attribute data and the public attribute data.
Description
Technical Field
The present invention relates to the field of office automation technologies, and in particular, to a method and apparatus for generating a knowledge document, an electronic device, and a storage medium.
Background
With the rapid development of wireless communication technology, demands of users for service types of communication operators and service items of respective services are also increasing, so that customer service systems of operators are becoming increasingly busy. In order to improve customer service quality and further improve user experience, construction, maintenance and use of a customer service system knowledge center become important components of work of each large communication operator.
In the construction, maintenance and use of a customer service system knowledge center, the generation of a knowledge document of the customer service system knowledge center is particularly important. Currently, operators use local customer service system knowledge centers in provinces or in direct jurisdictions to generate knowledge documents in respective jurisdictions. Therefore, the knowledge documents are inconvenient to update and manage due to regional differences, and the knowledge documents with common attributes can be repeatedly generated and maintained, so that the system occupancy rate is high and resource waste is caused.
It can be seen that a knowledge document generation method is needed to solve the problems in the prior art.
Disclosure of Invention
The invention provides a knowledge document generation method, a device, electronic equipment and a storage medium, which are used for solving the technical problems that the conventional knowledge document is inconvenient to update and manage comprehensively and the system occupancy rate is high, so that the resource is wasted.
In a first aspect, the present invention provides a knowledge document method, comprising:
the method comprises the steps of issuing a first editing task file, wherein the first editing task file comprises public attribute items and regional attribute items, and the public attribute items are filled with public attribute data;
obtaining regional attribute data responding to the first editing task, wherein the regional attribute data is used for filling the regional attribute items;
and generating a knowledge document according to the regional attribute data and the public attribute data.
In one possible design, after the generating the knowledge document according to the localized attribute data and the common attribute data, the method further includes:
and updating and releasing the knowledge document.
In one possible design, the knowledge document includes question-answer knowledge and non-question-answer knowledge.
In one possible design, after the publishing of the knowledge document, further comprising:
acquiring a query instruction, wherein the query instruction comprises query item information;
and determining reply knowledge according to the query project information and the knowledge document.
In one possible design, before the issuing the first editing task file, the method further includes:
and judging whether the public attribute items in the first editing task file are filled or not, and judging that the result is yes.
In one possible design, if the common attribute item in the first editing task file is not filled, a second editing task file is issued, where the second editing task file is used to acquire the common attribute data.
In a second aspect, the present invention provides a knowledge document generation apparatus, comprising:
the publishing module is used for publishing a first editing task file, wherein the first editing task file comprises public attribute items and regional attribute items, and the public attribute items are filled with public attribute data;
the acquisition module is used for acquiring regional attribute data responding to the first editing task, wherein the regional attribute data is used for filling the regional attribute items;
and the generation module is used for generating a knowledge document according to the regional attribute data and the public attribute data.
In one possible design, the knowledge document generation apparatus further includes:
and the updating and publishing module is used for updating and publishing the knowledge document.
In one possible design, the knowledge document generation apparatus further includes:
the query instruction acquisition module is used for acquiring a query instruction, wherein the query instruction comprises query item information;
and the reply knowledge determination module is used for determining reply knowledge according to the query project information and the knowledge document.
In one possible design, the knowledge document generation apparatus further includes:
and the judging module is used for judging whether the public attribute items in the first editing task file are filled or not, and the judging result is yes.
In one possible design, if the common attribute item in the first editing task file is not filled, the publishing module is further configured to publish a second editing task file, where the second editing task file is used to obtain the common attribute data.
In a third aspect, the present invention provides an electronic device comprising:
at least one processor; and
a memory communicatively coupled to the at least one processor; wherein,,
the memory stores instructions executable by the at least one processor to enable the at least one processor to perform the knowledge document generation method of the first aspect and optional aspects.
In a fourth aspect, the present invention provides a non-transitory computer-readable storage medium storing computer instructions for causing the computer to perform the knowledge document generation method according to the first aspect and optional aspects.
The invention provides a knowledge document generation method, a device, electronic equipment and a storage medium, wherein a first collecting and editing task file is firstly issued, the first collecting and editing task file comprises public attribute items and regional attribute items, the public attribute items are filled with public attribute data, then regional attribute data of response and collecting and editing tasks are acquired, the regional attribute data are used for filling the regional attribute items, and finally a knowledge document is generated according to the regional attribute data and the public attribute data, so that unified management of the knowledge document is realized, repeated generation of the knowledge document is avoided, and resource waste is reduced.
Drawings
The accompanying drawings, which are incorporated in and constitute a part of this specification, illustrate embodiments consistent with the disclosure and together with the description, serve to explain the principles of the disclosure.
FIG. 1 is a schematic diagram of a knowledge document application scenario provided by an embodiment of the present invention;
FIG. 2 is a schematic flow chart of a knowledge document generation method according to an embodiment of the present invention;
FIG. 3 is a flowchart of another knowledge document generation method according to an embodiment of the present invention;
FIG. 4 is a schematic diagram of a knowledge document generating apparatus according to an embodiment of the present invention;
fig. 5 is a schematic structural diagram of an electronic device according to an embodiment of the present invention.
Specific embodiments of the present disclosure have been shown by way of the above drawings and will be described in more detail below. These drawings and the written description are not intended to limit the scope of the disclosed concepts in any way, but rather to illustrate the disclosed concepts to those skilled in the art by reference to specific embodiments.
Detailed Description
Reference will now be made in detail to exemplary embodiments, examples of which are illustrated in the accompanying drawings. When the following description refers to the accompanying drawings, the same numbers in different drawings refer to the same or similar elements, unless otherwise indicated. The implementations described in the following exemplary examples do not represent all implementations consistent with the invention. Rather, they are merely examples of methods and apparatus consistent with aspects of the invention as detailed in the accompanying claims.
The terms "first," "second," "third," "fourth" and the like in the description and in the claims and in the above drawings, if any, are used for distinguishing between similar objects and not necessarily for describing a particular sequential or chronological order. It is to be understood that the data so used may be interchanged where appropriate such that the embodiments of the invention described herein may be implemented, for example, in sequences other than those illustrated or otherwise described herein. Furthermore, the terms "comprises," "comprising," and "having," and any variations thereof, are intended to cover a non-exclusive inclusion, such that a process, method, system, article, or apparatus that comprises a list of steps or elements is not necessarily limited to those steps or elements expressly listed but may include other steps or elements not expressly listed or inherent to such process, method, article, or apparatus.
With the rapid development of wireless communication technology, demands of users for service categories of communication operators and service items of respective services have increased. In order to improve the customer service quality of operators to improve the user experience, the construction, maintenance and use of the knowledge center of the customer service system become important. The generation of the knowledge document of the customer service system knowledge center is a great importance of construction, maintenance and use of the customer service system knowledge center. Currently, operators use local customer service system knowledge centers in provinces or in direct jurisdictions to generate knowledge documents in respective jurisdictions. The regional difference makes the national customer service system knowledge center inconvenient to update and manage the knowledge documents of the regional customer service system knowledge center. And the national total customer service system knowledge center and the local customer service system knowledge center respectively have knowledge documents, so that the knowledge documents with common attributes are repeatedly generated and maintained, and even in each province or direct administration city, the knowledge documents with the same content can be generated and maintained for multiple times due to different generation channels or maintenance channels. The system occupancy rate is high, and the resource waste is caused. Moreover, when the user carries out the business consultation of the attribution to the national total customer service system knowledge center, in the prior art, the national total customer service system knowledge center needs to transfer the requirement of the user to the customer service system knowledge center where the attribution of the user number is located, so that the consultation service is provided for the user, and the user experience is poor.
The invention provides a knowledge document generation method, a knowledge document generation device, an electronic device and a storage medium aiming at the problems existing in the prior art. Firstly, a first collecting and editing task file is issued, wherein the first collecting and editing task file comprises public attribute items and regional attribute items, the public attribute items are filled with public attribute data, then regional attribute data responding to the first collecting and editing task is acquired, the regional attribute data are used for filling the regional attribute items, and finally knowledge documents are generated according to the regional attribute data and the public attribute data, so that unified management of a national total customer service system knowledge center on the knowledge documents is realized, repeated generation of the knowledge documents is avoided, resource waste is reduced, customer service efficiency is improved, and user experience is further improved.
The technical scheme of the invention is described in detail below by specific examples. The following embodiments may be combined with each other, and some embodiments may not be repeated for the same or similar concepts or processes.
It should be noted that, the embodiment of the present invention is described and illustrated by taking an operator customer service system knowledge center as an example, and it can be understood that the method, the device, the electronic device and the storage medium for generating the knowledge document provided by the present invention may be used in any system related to generation and/or maintenance of the knowledge document between headquarters and branches, and the embodiment of the present invention is not limited to a specific application scenario. In the embodiment of the invention, a user is taken as a reference, the national total customer service system knowledge center is taken as the rear end of the national total customer service center, and the local customer service system knowledge center is taken as the rear end of the local customer service center.
Fig. 1 is a schematic view of an application scenario of a knowledge document generating method according to an embodiment of the present invention. As shown in fig. 1, the knowledge document generating method provided by the embodiment of the invention is used for an operator customer service system knowledge center, and the customer service system knowledge center comprises a national total customer service system knowledge center and a regional customer service system knowledge center of each province or direct administration city. The device for executing the knowledge document generation method in the national total customer service system knowledge center is a server, and each local customer service system knowledge center arranged below is provided with a server for responding to the national total customer service system knowledge center to execute the knowledge document generation method, for example, the national total customer service system knowledge center executes the knowledge document generation method as a server 1, the local customer service system knowledge center such as Beijing as a server 2, shanghai as a server 3 and the like. The customer service person 4 can provide the user with the consultation service according to the knowledge document. Fig. 1 shows only a part of a local customer service system knowledge center, such as beijing and shanghai.
Referring to fig. 1, in the knowledge document generation method provided by the embodiment of the present invention, a server 1 of a national total customer service system knowledge center issues a first collecting and editing task file to servers of various local customer service system knowledge centers according to service types and demands, where the first collecting and editing task file includes public attribute items and regional attribute items, the public attribute items are filled with public attribute data, and servers of the local customer service system knowledge center, for example, server 2 and server 3, respond to the regional attribute items of the first collecting and editing task according to respective specific situations, which can be understood that the server of the national total customer service system knowledge center acquires regional attribute data responding to the first collecting and editing task by filling the regional attribute items with the regional attribute data, and finally generates the knowledge document according to the regional attribute data and the public attribute data. Therefore, the unified management of the knowledge document by the knowledge center of the national total customer service system is realized, repeated generation of the knowledge document is avoided, and resource waste is reduced. Customer service personnel can provide consultation services for users according to the knowledge documents, so that the service efficiency of customer service is improved, and further user experience is improved.
Fig. 2 is a flow chart of a knowledge document generating method according to an embodiment of the present invention, as shown in fig. 2, where the knowledge document generating method according to the embodiment includes:
s201: and releasing a first editing task file, wherein the first editing task file comprises public attribute items and regional attribute items, and the public attribute items are filled with public attribute data.
The operator may formulate different business criteria for the service items, e.g. tariff criteria, content of a certain offer, offer period, etc. The service standard is usually formulated with reference to the user type or the characteristics of the place where the service item is to be developed, so that the operator needs to collect some feedback information data of different users and the service standard of different places for the service item. At this time, the national total customer service system knowledge center may issue a first collecting and editing task file to the local customer service system knowledge center, where the first collecting and editing task file includes a public attribute item and a regional attribute item, and the public attribute item is filled with public attribute data. It will be appreciated that the operator will typically have a common attribute for all types of service items that are to be developed nationally, i.e. that part of the service standards for the service items are the same nationally, whereas some parts of the service standards may differ geographically. The same part is a common attribute item, and the different part is a regional attribute item. And the public attribute items in the issued first editing task file are filled with public attribute data, which can be understood as being determined by a national general customer service system knowledge center, and the local customer service system knowledge center can only view the public attribute data and can not edit the public attribute data. Regional attribute items are populated by the regional customer service system knowledge center.
Alternatively, the national total customer service system knowledge center may issue the first editing task file in the form of a form tag. The form tab may include various forms such as an input tab and a pull-down list tab, which is not limited to this embodiment. It can be understood that the national total customer service system knowledge center formulates a form tag according to the task to be adopted, namely the condition of a specific service item, and the first acquisition task file is issued through the form tag, and the regional customer service system knowledge center fills the regional attribute item with respect to the form tag.
The nationwide general customer service system knowledge center may issue the first acquisition and editing task file to the local customer service system knowledge center for a certain service item at the same time or may not issue the first acquisition and editing task file at the same time, and may be performed according to a specific situation of the issued first acquisition and editing task file, which is not limited in this embodiment. When the nationwide total customer service system knowledge center issues the first editing task file, a time period can be set for the local customer service system knowledge center to respond to the editing task, so that the nationwide total customer service system knowledge center can better manage the editing task.
It can be understood that the national total customer service system knowledge center and the local customer service system knowledge centers are connected through wireless communication, and the national total customer service system knowledge center and each local customer service system knowledge center can enter the respective system knowledge centers in an account login mode.
S202: regional attribute data responsive to the first editing task is acquired.
Wherein the regional attribute data is used for filling regional attribute items.
When the nationwide general customer service system knowledge center issues the first collection and editing task file to the local customer service system knowledge center, the local customer service system knowledge center can fill regional attribute items through regional attribute data according to respective specific conditions. The local customer service system knowledge center then saves and issues the first collection and editing task filled with the regional attribute data, and the nationwide total customer service system knowledge center obtains the regional attribute data in response to the first collection and editing task.
The method is characterized in that the local customer service system knowledge center issues a first editing task filled with regional attribute data, namely the editing task is completed, and the regional attribute items are displayed on a service page of the region, namely the customer service can view the regional attribute items filled with the regional attribute data, wherein the regional attribute items belong to the local region.
In addition, the time for filling the regional attribute items by the regional attribute data may be determined by each regional customer service system knowledge center, or may be performed according to a time period set when the national total customer service system knowledge center issues the first editing task, which is not limited in this embodiment.
S203: and generating a knowledge document according to the regional attribute data and the public attribute data.
After the nationwide total customer service system knowledge center acquires the regional attribute data responding to the first editing task, a knowledge document is generated according to the regional attribute data and the public attribute data. The knowledge document is a knowledge document of a first editing task file issued by a national general customer service system knowledge center, wherein the knowledge document can be used for explaining specific content of business standards of service projects developed by operators. For example, when a user consults a customer service for a specific instance of a business, the customer service may provide a consulting service to the user based on the knowledge document.
After the regional attribute data responding to the first editing task is acquired, the national total customer service system knowledge center can generate a knowledge document in real time according to the regional attribute data and the public attribute data, or can generate the knowledge document according to the regional attribute data and the public attribute data after all the regional attribute data are acquired, and specifically, the knowledge document can be determined by the national total customer service system knowledge center according to the service item aimed at by the first editing task, so that the embodiment is not limited.
According to the knowledge document generation method provided by the embodiment, firstly, a nationwide total customer service system knowledge center issues a first collecting and editing task file to a local customer service system knowledge center aiming at specific situations of a certain service item, the first collecting and editing task file comprises public attribute items and regional attribute items, the public attribute items are filled with public attribute data, then, the local customer service system knowledge center fills regional attribute items through regional attribute data aiming at specific situations of the service item in respective places, the nationwide total customer service system knowledge center acquires regional attribute data responding to the first collecting and editing task, finally, a knowledge document is generated according to the regional attribute data and the public attribute data, and the generated knowledge document is used for explaining specific contents of service standards of the service item developed by an operator. Therefore, the knowledge center of the national total customer service system realizes unified management of the knowledge documents, avoids repeated generation of the knowledge documents, and reduces resource waste.
Optionally, after step S203, the knowledge document generating method provided by the present embodiment further includes:
s204: the knowledge document is updated and published.
The knowledge document generation method provided by the embodiment updates and publishes the knowledge document after generating the knowledge document according to the regional attribute data and the public attribute data. The updating and publishing means that the nationwide total customer service system knowledge center integrates the generated knowledge documents and opens and displays the knowledge documents to the outside so that the user can know the specific content of the service standard of the service project. The national total customer service system knowledge center can check the knowledge documents of the national and various local customer service system knowledge centers through account login, and the various local customer service system knowledge centers can check the public attribute data and the local regional attribute data in the knowledge documents through account login, so that the knowledge documents of other local customer service system knowledge centers in parallel with the national total customer service system knowledge center can not be checked. At this time, the user can make business consultation by making an incoming call to the national general customer service system knowledge center or the local customer service system knowledge center or logging in the personal account page by himself.
After the generated knowledge documents are updated and released by the national total customer service system knowledge center, compared with the prior art, when a user calls the national total customer service center to conduct home business consultation, the national total customer service center can check the knowledge documents of all local customer service centers, the user needs are not required to be transferred to the customer service center where the number home of the user is located to provide business consultation services for the user, and exact consultation services are directly provided for the specific content of the service item where the number of the user is located, so that the service efficiency of the customer service is improved, and the user experience is further improved.
In one possible design, the knowledge document includes question-answer knowledge and non-question-answer knowledge.
From the foregoing description, the knowledge document is specific content for explaining the business criteria of the service item developed by the operator. Wherein the knowledge document includes question-answer knowledge and non-question-answer knowledge. The question-answer knowledge refers to that in the use of a national general customer service system knowledge center or a local customer service system knowledge center, a self-service mode is generally adopted to provide service for the consultation of the user, so that questions and corresponding answers are preset in advance according to specific contents of service standards, and knowledge documents containing the questions and the answers are called question-answer knowledge. In addition, the service item is not open to the outside, and is not a question and answer knowledge, such as an employee manual of a customer service employee, or a group number set by an operator as employee welfare.
On the basis of the above embodiment, fig. 3 is a schematic flow chart of another knowledge document generation method according to the embodiment of the present invention, as shown in fig. 3, where the knowledge document generation method provided in the embodiment includes:
s301: and releasing a first editing task file, wherein the first editing task file comprises public attribute items and regional attribute items, and the public attribute items are filled with public attribute data.
S302: regional attribute data responsive to the first editing task is acquired.
Wherein the regional attribute data is used for filling regional attribute items.
S303: and generating a knowledge document according to the regional attribute data and the public attribute data.
S304: the knowledge document is updated and published.
The implementation principle and effect of steps S301-S304 are similar to those of steps S201-S204, and the description of this embodiment is omitted here.
S305: and acquiring a query instruction.
Wherein the query instruction includes query item information.
After the knowledge document is updated and issued by the national general customer service system knowledge center, the national general customer service system knowledge center can also acquire a query instruction, wherein the query instruction is from customer service personnel or users, and the query instruction comprises query item information, and the item information refers to specific content of service standards of service items provided by operators which customer service personnel or users want to know. The user can provide a query instruction to the incoming call of the national total customer service center or automatically log in the personal account page to input the query instruction.
It can be understood that the local customer service system knowledge center can also acquire the query instruction, unlike the national total customer service system knowledge center, the local customer service system knowledge center can only view the public attribute data in the knowledge document and the local regional attribute data, but cannot view the knowledge document of other local customer service system knowledge centers in parallel with the public attribute data.
S306: and determining reply knowledge according to the query project information and the knowledge document.
After acquiring the query instruction, the national total customer service system knowledge center determines reply knowledge according to the query item information and the knowledge document included in the query instruction.
It can be appreciated that when the knowledge document referred to by the query instruction is question-answer knowledge, the answer knowledge is determined by the query item information and the question-answer knowledge; when the knowledge document related to the query instruction is non-question-answer knowledge, the answer knowledge is determined by the query item information and the non-question-answer knowledge.
Alternatively, the reply knowledge may be presented in a table form, that is, after the national general customer service system knowledge center obtains the query instruction and determines the reply knowledge according to the query item information and the knowledge document, the reply knowledge may be presented in a table form on a query page for presentation to the user or customer service personnel.
It should be appreciated that the local customer service system knowledge center may also determine reply knowledge based on the query term information and the knowledge document after acquiring the query instruction, where the determination of the reply knowledge is based on only the public attribute data in the knowledge document and the local localized attribute data.
Therefore, when the user carries out business consultation to the national total customer service center, the national total customer service system knowledge center can acquire the query instruction, and determines reply knowledge according to the query item information and the knowledge document, so that the user does not need to transfer the user requirement to the customer service center where the number attribution of the user is located to provide business consultation service for the user, but rather, exact consultation service is directly provided for the specific content of the service item where the user number attribution is located, thereby improving the service efficiency of customer service and further improving the user experience.
According to the knowledge document generation method provided by the embodiment, a nationwide total customer service system knowledge center firstly issues a first collecting and editing task file to a local customer service system knowledge center, the first collecting and editing task file comprises public attribute items and regional attribute items, the public attribute items are filled with public attribute data, then the local customer service system knowledge center fills the regional attribute items through the regional attribute data, the nationwide total customer service system knowledge center acquires the regional attribute data responding to the first collecting and editing task, then generates a knowledge document according to the regional attribute data and the public attribute data, finally updates and issues the knowledge document, and the generated knowledge document is used for explaining specific contents of service standards of service items developed by operators. When the user needs to carry out business consultation, the national total customer service system knowledge center can acquire a query instruction, and determines reply knowledge according to query item information and knowledge documents, and exact consultation service is directly provided for the user, so that the national total customer service system knowledge center can realize unified management on the knowledge documents, repeated generation of the knowledge documents is avoided, resource waste is reduced, and meanwhile, customer service efficiency is improved, and user experience is further improved.
On the basis of the above embodiment, optionally, before step S201, the knowledge document generating method provided by the embodiment of the present invention further includes:
and judging whether the public attribute items in the first editing task file are filled or not, and judging that the result is yes.
Before the first editing task file is released, the national general customer service system knowledge center needs to judge whether public attribute items in the first editing task file are filled with public attribute data. If the filling is completed, a first editing task file is issued; if the filling is not completed, step S200 is performed.
According to the knowledge document generation method provided by the embodiment, before the first editing task file is released, whether common attribute items in the first editing task file are filled is judged, and only when the judgment result is yes, the first editing task file is released. After regional attribute data are filled into regional attribute projects, the regional customer service system knowledge center can synchronously initiate the generation, update and release of the knowledge documents by the national total customer service system knowledge center, so that the generation period of the knowledge documents is shortened, and unified management of the knowledge documents by the national total customer service system knowledge center is facilitated.
Optionally, the knowledge document generating method provided by the embodiment of the present invention may include step S200, and one possible implementation manner of step S200 is:
and if the public attribute items in the first editing task file are not filled, a second editing task file is issued, wherein the second editing task file is used for acquiring the public attribute data.
Specifically, if the national total customer service system knowledge center judges that the public attribute items in the first editing task file are not filled, a second editing task file is issued, and the second editing task file is used for acquiring the public attribute data. And fills in the common attribute items by the common attribute data, and then, step S201 is executed again.
According to the knowledge document generation method provided by the embodiment, when the public attribute items in the first editing task file are not filled, the second editing task file is released, wherein the second editing task file is used for acquiring the public attribute data. Therefore, the knowledge document generation method provided by the embodiment avoids the generation, updating and release of the knowledge document when the public attribute project is not filled, improves the integrity of knowledge document generation, and ensures the feasibility of providing consultation service for users by the national total customer service system knowledge center and the local customer service system knowledge center.
Fig. 4 is a schematic structural diagram of a knowledge document generating apparatus according to an embodiment of the present invention, and as shown in fig. 4, a knowledge document generating apparatus 40 according to the present embodiment includes:
the publishing module 41 is configured to publish a first editing task file, where the first editing task file includes a public attribute item and a regional attribute item, and the public attribute item is filled with public attribute data.
An obtaining module 42 is configured to obtain regional attribute data in response to the first editing task, where the regional attribute data is used to populate a regional attribute item.
The generating module 43 is configured to generate a knowledge document according to the localized attribute data and the public attribute data.
The knowledge document generating apparatus provided in this embodiment is similar to the implementation principle of the embodiment shown in fig. 2, and will not be described herein.
According to the knowledge document generation device provided by the embodiment, firstly, a first editing task file is released to a regional customer service system knowledge center by a release device, the first editing task file comprises public attribute items and regional attribute items, the public attribute items are filled with public attribute data, then, regional attribute items are filled through regional attribute data according to specific conditions of service items in respective places, regional attribute data responding to the first editing task are acquired by an acquisition device, finally, a knowledge document is generated by a generation device according to the regional attribute data and the public attribute data, and the generated knowledge document is used for explaining specific contents of service standards of the service items developed by operators. Therefore, the knowledge center of the national total customer service system realizes unified management of the knowledge documents, avoids repeated generation of the knowledge documents, and reduces resource waste.
Optionally, the knowledge document generating apparatus 40 provided by the embodiment of the present invention may further include:
an update and publishing module 44 for updating and publishing the knowledge document.
The knowledge document generating device provided in this embodiment updates and issues the knowledge document after the generating device generates the knowledge document. That is, the generated knowledge documents are integrated and displayed open to the outside, so that the user can know the specific content of the business standard of the service item.
In one possible design, the knowledge document generating apparatus 40 provided in the embodiment of the present invention further includes:
an acquisition inquiry instruction module 45, configured to acquire an inquiry instruction, where the inquiry instruction includes inquiry item information;
a determine reply knowledge module 46 for determining reply knowledge from the query term information and the knowledge document.
The knowledge document generating apparatus provided in this embodiment is similar to the implementation principle of the embodiment shown in fig. 3, and will not be described herein.
According to the knowledge document generation device provided by the embodiment, after the knowledge document is updated and issued by the updating and issuing module, the query instruction acquisition module acquires the query instruction, and the reply knowledge determination module determines reply knowledge according to the query item information and the knowledge document, so that exact consultation service is provided for a user, the knowledge center of the national total customer service system can realize unified management of the knowledge document, repeated generation of the knowledge document is avoided, resource waste is reduced, customer service efficiency is improved, and user experience is further improved.
In one possible design, the knowledge document generating apparatus 40 provided in the embodiment of the present invention further includes:
a judging module 47, configured to judge whether the common attribute item in the first editing task file is filled, and the judging result is yes.
The publishing module 41 of the knowledge document generating apparatus provided in this embodiment determines whether or not the common attribute items in the first editing task file have been filled with the common attribute data, before publishing the first editing task file, by the determining module 47. And if the filling is completed, issuing the first editing task file.
If the judging module 47 judges that the common attribute items in the first editing task file are not filled, the publishing module 41 is further configured to publish a second editing task file, where the second editing task file is used to obtain the common attribute data, and fill the common attribute items with the common attribute data.
According to the knowledge document generation device provided by the embodiment, when the judgment module judges that the public attribute items in the first editing task file are not filled, the release module releases the second editing task file, so that the knowledge document generation device provided by the embodiment avoids the generation, update and release of the knowledge document when the public attribute items are not filled, the integrity of knowledge document generation is improved, and the feasibility of providing consultation services for users by the national general customer service system knowledge center and the local customer service system knowledge center is ensured.
Fig. 5 is a schematic structural diagram of an electronic device according to an embodiment of the present invention, where the electronic device provided in the embodiment may be used to execute the knowledge document generation method provided in the method embodiment, and the electronic device may be a desktop computer, a notebook computer, a tablet computer, a mobile phone, or the like. As shown in fig. 5 (an example is shown by using one processor), the electronic device 500 provided in this embodiment includes at least one processor 501; and a memory 502 communicatively coupled to the at least one processor 501; the memory 502 stores instructions executable by the at least one processor 501, which are executed by the at least one processor 501 to enable the at least one processor 501 to perform the steps of the knowledge document generation method in the embodiments described above, and in particular, may take part in the related description of the method embodiments described above.
In an exemplary embodiment, a non-transitory computer-readable storage medium storing computer instructions for causing a computer to execute the steps of the knowledge document generation method in each of the above embodiments is provided. For example, the readable storage medium may be ROM, random Access Memory (RAM), CD-ROM, magnetic tape, floppy disk, optical data storage device, etc.
Other embodiments of the disclosure will be apparent to those skilled in the art from consideration of the specification and practice of the disclosure disclosed herein. This application is intended to cover any adaptations, uses, or adaptations of the disclosure following, in general, the principles of the disclosure and including such departures from the present disclosure as come within known or customary practice within the art to which the disclosure pertains. It is intended that the specification and examples be considered as exemplary only, with a true scope and spirit of the disclosure being indicated by the following claims.
It is to be understood that the present disclosure is not limited to the precise arrangements and instrumentalities shown in the drawings, and that various modifications and changes may be effected without departing from the scope thereof. The scope of the present disclosure is limited only by the appended claims.
Claims (8)
1. A knowledge document generation method, comprising:
the method comprises the steps of issuing a first editing task file, wherein the first editing task file comprises public attribute items and regional attribute items, and the public attribute items are filled with public attribute data; the public attribute items are service items with the same service standard in different regions; the regional attribute items are service items with different service standards in different regions;
obtaining regional attribute data responding to the first editing task, wherein the regional attribute data is used for filling the regional attribute items;
generating a knowledge document according to the regional attribute data and the public attribute data;
after the knowledge document is generated according to the regional attribute data and the public attribute data, the method further comprises the following steps:
and updating and releasing the knowledge document.
2. The knowledge document generation method of claim 1, wherein the knowledge document comprises question-answer knowledge and non-question-answer knowledge.
3. The knowledge document generation method according to claim 2, further comprising, after the updating and publishing the knowledge document:
acquiring a query instruction, wherein the query instruction comprises query item information;
and determining reply knowledge according to the query project information and the knowledge document.
4. A knowledge document generation method according to any one of claims 1 to 3, further comprising, prior to said issuing the first tailored task file:
and judging whether the public attribute items in the first editing task file are filled or not, and judging that the result is yes.
5. The knowledge document generation method of claim 4, wherein if the common attribute item in the first editing task file is not filled, a second editing task file is published, wherein the second editing task file is used for acquiring the common attribute data.
6. A knowledge document generation apparatus, comprising:
the publishing module is used for publishing a first editing task file, wherein the first editing task file comprises public attribute items and regional attribute items, and the public attribute items are filled with public attribute data; the public attribute items are service items with the same service standard in different regions; the regional attribute items are service items with different service standards in different regions;
the acquisition module is used for acquiring regional attribute data responding to the first editing task, wherein the regional attribute data is used for filling the regional attribute items;
the generation module is used for generating a knowledge document according to the regional attribute data and the public attribute data;
and the updating and publishing module is used for updating and publishing the knowledge document.
7. An electronic device, comprising:
at least one processor; and
a memory communicatively coupled to the at least one processor; wherein,,
the memory stores instructions executable by the at least one processor to enable the at least one processor to perform the method of any one of claims 1-5.
8. A non-transitory computer readable storage medium storing computer instructions for causing the computer to perform the method of any one of claims 1-5.
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