CN110569346B - Automatic service processing method, device, equipment and storage medium - Google Patents
Automatic service processing method, device, equipment and storage medium Download PDFInfo
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- CN110569346B CN110569346B CN201910850699.3A CN201910850699A CN110569346B CN 110569346 B CN110569346 B CN 110569346B CN 201910850699 A CN201910850699 A CN 201910850699A CN 110569346 B CN110569346 B CN 110569346B
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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
- 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
- G06Q30/02—Marketing; Price estimation or determination; Fundraising
- G06Q30/0282—Rating or review of business operators or products
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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
- G06Q30/06—Buying, selling or leasing transactions
- G06Q30/0601—Electronic shopping [e-shopping]
- G06Q30/0633—Lists, e.g. purchase orders, compilation or processing
- G06Q30/0635—Processing of requisition or of purchase orders
Abstract
The application provides an automatic service processing method, an automatic service processing device and a storage medium, wherein the method comprises the following steps: in response to the obtained order operation instruction of the user, obtaining an order code of the user order corresponding to the order operation instruction; determining the order attribute of the user order according to the order code; and determining and displaying a problem list corresponding to the order attribute of the user order according to a preset first corresponding relation, wherein the first corresponding relation is the corresponding relation between the order attribute and the problem list. The problem list of order matching which needs to be handled or checked is actively provided for the user, so that the user can still enjoy automatic service with high matching degree and wide coverage range under the condition that the user cannot accurately describe the problem or can not clearly consult the problem category, the automatic service limiting conditions are few, the realization mode is flexible, the user operation amount can be effectively reduced, and the user problem consultation efficiency is improved.
Description
Technical Field
The present application relates to the field of internet technologies, and in particular, to an automatic service processing method, apparatus, device, and storage medium.
Background
With the rapid development of internet technology, an operation mode of providing automatic services for users has been widely popularized and applied, wherein an automatic question-answering service is a common automatic service.
In the related art, when a user needs to perform problem consultation, the user needs to input a problem into a terminal device; the processor of the terminal equipment acquires the questions input by the user, matches answers of the questions according to keywords in the acquired questions, and displays the matched answers of the questions through the terminal equipment.
However, the user actively inputs specific problem descriptions into the terminal equipment, and the processor can determine the problems which the user needs to consult; when the user does not know how to describe the questions to be consulted, the processor cannot accurately determine the questions to be consulted by the user, and thus cannot provide the user with accurate answers and services.
Disclosure of Invention
The embodiment of the application provides an automatic service processing method, an automatic service processing device, automatic service processing equipment and a storage medium, and aims to solve the technical problem that a user cannot perform self-service consultation in the existing automatic service because the user does not know how to describe the problem or the type of the problem which can be consulted.
In a first aspect, the present application provides an automatic service processing method, including:
in response to the obtained order operation instruction of the user, obtaining an order code of the user order corresponding to the order operation instruction;
determining the order attribute of the user order according to the order code;
and determining and displaying a problem list corresponding to the order attribute of the user order according to a preset first corresponding relation, wherein the first corresponding relation is the corresponding relation between the order attribute and the problem list.
Further, the order operation instruction includes an order handling instruction and an order viewing instruction, and the obtaining of the order operation instruction of the user includes:
acquiring an order transaction instruction generated when a user triggers a new order generation page; alternatively, the first and second electrodes may be,
acquiring an order handling instruction generated when a user triggers an operation option of a generated order; alternatively, the first and second electrodes may be,
and acquiring an order viewing instruction generated when the user triggers the thumbnail content of the generated order.
Further, the order attribute comprises a status attribute of the order; determining a problem list corresponding to the order attribute of the user order according to a preset first corresponding relation, wherein the problem list comprises the following steps:
determining an order state corresponding to the state attribute of the user order according to a preset second corresponding relationship, wherein the second corresponding relationship is a corresponding relationship between the state attribute and the order state;
and determining at least one question corresponding to the order state of the user order according to a preset third corresponding relation to form the question list, wherein the third corresponding relation is the corresponding relation between the order state and the question.
Further, when the obtained order operation instruction of the user is the order transaction instruction, after determining at least one problem corresponding to the order state of the user order according to a preset third corresponding relationship, the method further includes:
and screening the problems corresponding to the order transaction options from the at least one determined problem according to the order transaction options corresponding to the order transaction instruction to form the problem list.
Further, the method further comprises:
and in response to the acquired question viewing instruction of the user, determining and displaying an answer copy of a target question corresponding to the question viewing instruction, wherein the question viewing instruction is generated when the user triggers any question in the question list.
Further, the order attribute further includes a non-status attribute, and determining an answer copy of the target question corresponding to the question viewing instruction includes:
determining an answer template corresponding to the target question according to at least one non-state attribute of the user order;
and replacing the preset filling content in the answer template with an attribute value corresponding to the user order to obtain an answer copy corresponding to the target question, wherein the attribute value is determined according to the non-state attribute of the user order.
Further, determining an answer template corresponding to the target question according to at least one non-state attribute of the user order includes:
and determining an answer template corresponding to the target question according to a preset fourth corresponding relation, wherein the fourth corresponding relation is the corresponding relation between the answer template and at least one non-state attribute.
Further, the method further comprises:
obtaining evaluation information input by a user, wherein the evaluation information is obtained when the user triggers an answer evaluation option, and storing the evaluation information.
In a second aspect, the present application provides an automatic service processing apparatus, comprising:
the first obtaining unit is used for responding to the obtained order operation instruction of the user and obtaining an order code of the user order corresponding to the order operation instruction;
the first processing unit is used for determining the order attribute of the user order according to the order code;
and the second processing unit is used for determining and displaying a problem list corresponding to the order attribute of the user order according to a preset first corresponding relationship, wherein the first corresponding relationship is the corresponding relationship between the order attribute and the problem list.
Further, the order operation instruction includes an order transaction instruction and an order viewing instruction, and the first obtaining unit includes:
the first acquisition subunit is used for acquiring an order transaction instruction generated when a user triggers a new order generation page;
the second acquisition subunit is used for acquiring an order transaction instruction generated when the user triggers the operation option of the generated order;
and the third acquisition subunit is used for acquiring an order viewing instruction generated when the user triggers the thumbnail content of the generated order.
Further, the order attribute comprises a status attribute of the order; a second processing unit comprising:
the first processing subunit is configured to determine, according to a preset second corresponding relationship, an order state corresponding to the state attribute of the user order, where the second corresponding relationship is a corresponding relationship between the state attribute and the order state;
and the second processing subunit is configured to determine at least one question corresponding to the order state of the user order according to a preset third corresponding relationship, so as to form the question list, where the third corresponding relationship is a corresponding relationship between the order state and the question.
Further, when the obtained order operation instruction of the user is the order transaction instruction, the second processing subunit further includes:
and the first processing module is used for screening out the problems corresponding to the order handling options from the at least one determined problem according to the order handling options corresponding to the order handling instruction to form the problem list.
Further, the apparatus further comprises:
and the third processing unit is used for responding to the acquired question viewing instruction of the user, and determining and displaying an answer copy of a target question corresponding to the question viewing instruction, wherein the question viewing instruction is generated when the user triggers any question in the question list.
Further, the order attribute further includes a non-status attribute, and the third processing unit includes:
the third processing subunit is configured to determine, according to at least one non-state attribute of the user order, an answer template corresponding to the target question;
and the fourth processing subunit is configured to replace the filling content preset in the answer template with an attribute value corresponding to the user order to obtain an answer copy corresponding to the target question, where the attribute value is determined according to a non-state attribute of the user order.
Further, a third processing subunit comprising:
and the second processing module is used for determining an answer template corresponding to the target question according to a preset fourth corresponding relation, wherein the fourth corresponding relation is the corresponding relation between the answer template and at least one non-state attribute.
Further, the apparatus further comprises:
and the second acquisition unit is used for acquiring evaluation information input by a user, wherein the evaluation information is acquired when the user triggers an answer evaluation option and is stored.
In a third aspect, the present application provides an electronic device, comprising:
at least one processor; and
a memory communicatively coupled to the at least one processor; wherein the content of the first and second substances,
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 the first aspects.
In a fourth aspect, the present application provides a non-transitory computer readable storage medium having stored thereon computer instructions for causing the computer to perform the method of any of the first aspects.
The application provides an automatic service processing method, an automatic service processing device, automatic service processing equipment and a storage medium, wherein the method comprises the steps of responding to an obtained order operation instruction of a user, and obtaining an order code of a user order corresponding to the order operation instruction; determining the order attribute of the user order according to the order code; and determining and displaying a problem list corresponding to the order attribute of the user order according to a preset first corresponding relation, wherein the first corresponding relation is the corresponding relation between the order attribute and the problem list. When a user needs to handle an order or check the order, an order operation instruction generated by user trigger operation is obtained, a problem list is determined and displayed according to the order attribute of the user order corresponding to the order operation instruction, the problem list matched with the order to be handled or checked is actively provided for the user, the user can still enjoy automatic service with high matching degree and wide coverage range under the condition that the user cannot accurately describe the problem or can not know the problem category to be consulted, the automatic service limit condition is few, the implementation mode is flexible, the user operation amount can be effectively reduced, and the user problem consultation efficiency is improved; the problem list matched with the user order is determined according to the order attribute of the user order, the data calculation amount of the terminal equipment processor can be effectively reduced, the data matching consumption of the terminal equipment processor is reduced, the service efficiency of automatic service is improved, the operation cost of the automatic service is effectively controlled, and the system maintainability is high.
Drawings
The accompanying drawings, which are incorporated in and constitute a part of this specification, illustrate embodiments consistent with the present disclosure and together with the description, serve to explain the principles of the disclosure.
Fig. 1 is a schematic flowchart of an automatic service processing method according to an embodiment of the present application;
fig. 1a is a schematic diagram of a new order generation page triggered by a user according to an embodiment of the present application;
FIG. 1b is a schematic diagram of operation options of a generated order according to an embodiment of the present application;
FIG. 1c is a schematic diagram illustrating thumbnail content of a generated order according to an embodiment of the present application;
FIG. 1d is a schematic diagram of a problem list display provided by an embodiment of the present application;
fig. 2 is a schematic flowchart of another automatic service processing method according to an embodiment of the present application;
fig. 3 is a schematic structural diagram of an automatic service processing apparatus according to an embodiment of the present application;
FIG. 4 is a schematic structural diagram of another automatic service processing apparatus according to an embodiment of the present disclosure;
fig. 5 is a schematic structural diagram of an automatic service processing apparatus according to an embodiment of the present application.
With the foregoing drawings in mind, certain embodiments of the disclosure have been shown and described in more detail below. These drawings and written description are not intended to limit the scope of the disclosed concepts in any way, but rather to illustrate the concepts of the disclosure to those skilled in the art by reference to specific embodiments.
Detailed Description
Reference will now be made in detail to the exemplary embodiments, examples of which are illustrated in the accompanying drawings. When the following description refers to the accompanying drawings, like numbers in different drawings represent the same or similar elements unless otherwise indicated. The implementations described in the exemplary embodiments below are not intended to represent all implementations consistent with the present disclosure. Rather, they are merely examples of apparatus and methods consistent with certain aspects of the present disclosure, as detailed in the appended claims.
The application has the specific application scenarios that: with the rapid development of internet technology, an operation mode of providing automatic services for users has been widely popularized and applied, wherein an automatic question-answering service is a common automatic service. In the related art, when a user needs to perform problem consultation, the user needs to input a problem into a terminal device; the processor of the terminal equipment acquires the questions input by the user, matches answers of the questions according to keywords in the acquired questions, and displays the matched answers of the questions through the terminal equipment.
However, when the user does not know how to describe the questions to be consulted specifically, it may be difficult to make effective questions, and the processor may not be able to accurately know the questions that the user needs to consult; or, the user may not know the information of the services or the benefits provided by the merchant, for example, when the user does not know the services such as order change, hotel delivery, information provision around the hotel, and the like provided by the merchant, or does not know the benefits such as cash return, coupon use, and the like provided by the merchant, he or she cannot consult the information, which results in that the user may miss the services or the benefits; moreover, the processor cannot accurately determine the problem to be consulted by the user because the user does not master the standard format for describing the problem, so that accurate answers and services cannot be provided for the user, the automatic service has strong limitation and poor effect, and the user experience cannot be effectively guaranteed.
The application provides an automatic service processing method, an automatic service processing device, an automatic service processing equipment and a storage medium, and aims to solve the technical problems in the prior art.
Fig. 1 is a schematic flowchart of an automatic service processing method according to an embodiment of the present application, and as shown in fig. 1, the execution includes:
In this embodiment, specifically, an execution subject of this embodiment is a terminal device, a controller, a server, or other devices or apparatuses that can execute this embodiment. In this embodiment, an execution subject is taken as a terminal device for explanation, application software may be set in the terminal device, and then the terminal device controls the application software to execute the method provided in this embodiment. The terminal equipment comprises a mobile phone, a PAD, a computer, an intelligent watch, an intelligent sound box and the like.
The obtained order operation instruction of the user comprises an order transaction instruction and an order viewing instruction, wherein the order transaction instruction is generated when the user triggers an order transaction option, and specifically comprises the order transaction instruction generated when the user triggers a new order generation page and the order transaction instruction generated when the user triggers an operation option of a generated order. For example, fig. 1a is a schematic view of a new order generation page triggered by a user according to an embodiment of the present application, where when the user triggers the new order generation page to process a new order, a terminal device obtains a generated order operation instruction, and obtains an order code of the user order corresponding to the order operation instruction. Fig. 1b is a schematic view of operation options of a generated order, provided by an embodiment of the present application, where when a user triggers an operation option of the generated order, a terminal device obtains a generated order operation instruction, and obtains an order code of a user order corresponding to the order operation instruction. The order viewing instruction is generated when a user triggers the thumbnail content of the generated order, fig. 1c is a schematic diagram of the thumbnail content of the generated order provided by the embodiment of the application, and the terminal device obtains an order operation instruction generated when the user triggers the thumbnail content of the generated order and obtains an order code of the user order corresponding to the order operation instruction. The order code is identity information that uniquely identifies the order, and the order code may be an order number.
And step 102, determining the order attribute of the user order according to the order code.
In this embodiment, specifically, after the order code corresponding to the order operation instruction of the user is obtained, the order which the user needs to operate is determined. For any order, the order attribute corresponding to the order code is determined. The order attributes comprise a state attribute and a non-state attribute, the state attribute is used for representing the completion state information of the order, exemplarily, the state attribute comprises pay-as-you-go guarantee, change-waiting payment, cash-back submission, audit-waiting, payment-not-due-time-out and the like, the non-state attribute is used for representing other information of the order, and exemplarily, the non-state attribute comprises an overseas hotel, an unrecancelable order, a hotel providing pick-up service, a platform providing a coupon and the like. And after the order code is obtained, obtaining the order attribute of the order corresponding to the order code.
In this embodiment, specifically, after the order attribute of the order corresponding to the order code is determined, the problem list corresponding to the order attribute of the user order is determined according to the preset first corresponding relationship, and is displayed. Fig. 1d is a schematic diagram of a problem list display provided in an embodiment of the present application, where a problem list is displayed to a user, where the problem in the problem list is determined according to a user consultation frequency of big data statistics and by using a deep learning algorithm, and covers most of problems that the user may need to consult, and compared with a case where the user inputs a problem that the user needs to consult to a terminal device, the present embodiment displays the possible problems obtained by statistics through the list for the user to check and consult, which can effectively solve the problems that when the user does not know how to describe the problems specifically, or does not know services or offers provided by a merchant, and cannot consult a targeted problem, an automatic question and answer service effect is not good, and user experience is poor. The display mode of the problem list comprises folding display according to the problem category, sequencing display according to the size of the problem priority and the like, wherein the problem priority is obtained by utilizing a background knowledge system to learn according to collected problem information consulted by all users, and is not only related to the consultation frequency of the problems, but also related to the correlation degree between the problems and the order attributes.
In the embodiment, an order code of a user order corresponding to an order operation instruction is acquired by responding to the acquired order operation instruction of the user; determining the order attribute of the user order according to the order code; and determining and displaying a problem list corresponding to the order attribute of the user order according to a preset first corresponding relation, wherein the first corresponding relation is the corresponding relation between the order attribute and the problem list. When a user transacts an order or views the order, an order operation instruction generated by user trigger operation is obtained, an order code corresponding to the order operation instruction is obtained, a problem list is determined and displayed according to the order attribute corresponding to the order code, and when the user transacts the order or views the order, the problem list related to the order which the user needs to transact or view is actively provided for the user, so that the problems that the user cannot accurately describe the problem, or the user is not clear of service or benefit provided by a merchant and cannot effectively consult the problem, the terminal equipment processor cannot accurately know the problem that the user needs to consult, the accurate problem or service cannot be provided for the user, and the automatic question-answering service effect is poor can be effectively solved; the questions in the question list are determined according to the consultation frequency of the users and by utilizing a deep learning algorithm, and can cover most of the questions which can be consulted by the users, so that the method is beneficial to effectively simplifying user operation, improving the efficiency of automatic question answering service and improving the accuracy of the automatic question answering service; when a user transacts an order or views the order, a question list corresponding to the order code is displayed, and when a question viewing instruction of the user is not obtained, the answer of each question does not need to be determined, so that data matching can be effectively reduced, and the pressure of a database is relieved.
Fig. 2 is a schematic flow chart of another automatic service processing method provided in the embodiment of the present application, and as shown in fig. 2, the execution includes:
In this embodiment, specifically, the step can refer to steps 101-102 in fig. 1, which is not described again.
In this embodiment, specifically, the status attribute of the user order is determined according to the completion progress of the user order, and there may be several tens of categories for the status attributes of different user orders, where the status attributes include, for example: the cash-on-pay is confirmed, the order is changed successfully, the order is checked in, the cash is returned to be submitted, the cash is returned to be checked, the cash is returned to be finished and the like. In the automatic question-answering service, when the answer of the question which needs to be consulted is determined for the user, in order to reduce the data matching amount and reduce the database pressure, and meanwhile, clear and visual order state description can be provided for the user, the order state corresponding to the state attribute of the user order is determined by using a preset second corresponding relation, wherein the second corresponding relation is the corresponding relation between the state attribute and the order state. Illustratively, according to the preset second corresponding relation, the order state of the user order with the state attribute of confirmed pay-now, successful order change completion, checked-in, cash-back to be submitted, or cash-back to be checked is determined to be completed. For user orders with different state attributes, the corresponding question types of the user orders may be the same, therefore, a plurality of different state attributes are mapped to the same order state, and when automatic question answering service is provided for a large number of users at the same time, the design obviously can effectively reduce the data matching amount, reduce the database pressure and improve the answer matching efficiency.
In this embodiment, specifically, after the order state of the user order is determined, at least one question corresponding to the order state of the user order is determined according to the preset third corresponding relationship. Exemplarily, determining at least one question corresponding to the user order with the order status being successfully booked according to the preset third corresponding relationship includes: information around the hotel is queried, whether the order can be changed, i want to invoice, other services of the hotel, how to cancel the order, etc. In the step, according to the order state of the user order, a question list corresponding to the user order is determined, and an answer case corresponding to each question is not determined. According to the acquired question checking instruction responded in the following steps, the answer pattern of the target question corresponding to the question checking instruction is determined in a targeted manner, so that the data matching rate can be effectively reduced, the efficiency of the automatic question answering service is improved, and the operation cost control of the automatic question answering service is facilitated.
Step 203 further comprises: and according to the order handling options corresponding to the order handling instruction, screening out the problems corresponding to the order handling options from the determined at least one problem to form a problem list. And when the user needs to handle the order, performing problem screening according to the corresponding order handling option in the obtained order handling instruction. Illustratively, the order transaction option corresponding to the obtained order transaction instruction of the user is order cancel, further screening is performed among a plurality of questions determined according to the order states, and a question list is formed and displayed according to whether the screened order can be changed or how to cancel the order.
After the problem list is determined according to the order state of the user order, in order to further improve the matching degree of the problem list and the user order, the problem list can be further screened according to a part of non-state attributes of the preset user order, and the screened problem list is displayed. Illustratively, after the question list is determined according to the order state of the user order, namely reservation success, the question list is further screened according to the non-state attribute of the user order, namely overseas hotel, and the screened question list is displayed to the user, and the matching degree of the screened question list and the user order is higher, so that the efficiency and the accuracy of the automatic question-answering service can be effectively improved, and the user experience is favorably improved.
Optionally, a corresponding question tag may also be set for each question, and the question tag includes an order attribute corresponding to the question. When a problem list corresponding to a certain user order is determined, calculating the association degree between the order attribute of the user order and the problem label of each problem, and forming and displaying the problem list corresponding to the user order by using the problems corresponding to the problem labels with the association degree larger than a set threshold value.
And step 204, responding to the acquired question viewing instruction of the user, and determining and displaying an answer copy of the target question corresponding to the question viewing instruction, wherein the question viewing instruction is generated when the user triggers any question in the question list.
In this embodiment, specifically, step 204 includes determining an answer template corresponding to the target question according to at least one non-state attribute of the user order; and replacing the preset filling content in the answer template with an attribute value corresponding to the user order to obtain an answer copy corresponding to the target question, wherein the attribute value is determined according to the non-state attribute of the user order.
Determining an answer template corresponding to the target question according to at least one non-state attribute of the user order, comprising: and determining an answer template corresponding to the target question according to a preset fourth corresponding relation, wherein the fourth corresponding relation is the corresponding relation between the answer template and at least one non-state attribute. The order attributes of the user order comprise a state attribute and a non-state attribute, wherein the state attribute is an attribute used for describing the completion progress of the user order, and the non-state attribute is other attributes except the state attribute. Exemplary non-stateful attributes include a hotel confirmed order, a hotel within a hotel, a promoted hotel, a filled out page, etc. After a question viewing instruction of a user is obtained, an answer template of a target question corresponding to the question viewing instruction is determined by using at least one non-state attribute of a user order. Illustratively, when a user triggers a question of ' whether an order can be cancelled ' in a question list, a terminal device acquires a question viewing instruction of the user, and the ' whether the order can be cancelled ' is a target question corresponding to the acquired question viewing instruction, and determines that an answer template of the target question is that ' your order does not support change, but can be cancelled for free before ' cancellation policy free cancellation time ', according to three non-state attributes ' a hotel confirmed order, a non-promotion hotel and a store entry date ' in the user order, and proposes that you cancel re-orders. ".
After the answer template of the target question is determined, replacing the filling content preset in the answer template with the attribute value of the user order to obtain and display the answer copy corresponding to the target question, wherein the filling attribute value is determined according to the order attribute of the user order. Illustratively, the preset filling content [ free cancellation time of cancellation policy ] is replaced by [ 2019.11.1 ], wherein [ 2019.11.1 ] is determined according to the hotel stay-in date in the user order.
Different from the automatic question-answering service with various question contents and strong randomness, the embodiment is suitable for the lightweight automatic question-answering service with fixed service products and strong regularity of the question contents consulted by users. Because the content of the questions consulted by the user is fixed and the regularity is strong, compared with an automatic question and answer service mode in which the terminal device in the related art determines the keywords and the handles in the questions after acquiring the questions input by the user and determines the answers to the questions according to the keywords and the handles in the questions, the embodiment can effectively control the data calculation amount, reduce the data matching consumption, and is beneficial to effectively reducing the operation cost and the maintenance cost of the automatic question and answer service.
Optionally, the embodiment is provided with a question answer evaluation mechanism, and acquires evaluation information input by a user, where the evaluation information is acquired when the user triggers an answer evaluation option, stores and counts the acquired evaluation information, and optimizes the question template according to a statistical result of the evaluation information, for example, statistics of a rating condition of the evaluation information, periodically extracts the question template whose low frequency division rate exceeds a set threshold, and determines whether the question template needs to be optimized.
And providing other operation options for the user to select while displaying the answer documents, for example, providing the user with operation options of a call hotel and manual customer service. When the user selects to perform problem consultation in a manual customer service mode, judging whether the problem consulted by the user belongs to a preset problem or not, if not, recording and counting the problem consulted by the user, and supplementing the problem to the preset problem when the consultation frequency of the problem exceeds a set threshold value. Meanwhile, the consultation frequency of the preset questions is counted, and when the consultation frequency of a certain preset question in the set duration is smaller than the set threshold, the preset question is deleted from the question bank. By continuously optimizing the question category and the question content of the preset question, the effective question answering service can be provided for the user, meanwhile, unnecessary data matching consumption is reduced, and the automatic question answering service efficiency is effectively improved.
In the embodiment, an order code of a user order corresponding to an order operation instruction is obtained by responding to the obtained order operation instruction of the user, and an order attribute of the user order is determined according to the order code, wherein the order attribute comprises a state attribute and a non-state attribute; determining an order state corresponding to the state attribute of the user order according to a preset second corresponding relationship, wherein the second corresponding relationship is a corresponding relationship between the state attribute and the order state; determining at least one question corresponding to the order state of the user order according to a preset third corresponding relation, forming a question list and displaying the question list, wherein the third corresponding relation is the corresponding relation between the order state and the question; and in response to the acquired question viewing instruction of the user, determining and displaying an answer copy of the target question corresponding to the question viewing instruction, wherein the question viewing instruction is generated when the user triggers any question in the question list. After an order operation instruction of a user is obtained, a question list corresponding to the user order is determined and displayed, and a question list related to the order which the user needs to transact or check is actively provided for the user, so that the user operation amount can be effectively reduced, the user question consultation efficiency is improved, the matching degree of preset questions in the displayed question list and the user order is high, and the service effect of the automatic question answering service is effectively ensured; after a question checking instruction of a user is obtained, an answer pattern of a target question to be checked by the user is determined and displayed by utilizing at least one non-state attribute of a user order, the data calculation amount of the answer pattern is determined to be small, the data matching consumption is low, the efficiency of the automatic question answering service is effectively improved, the operation cost of the automatic question answering service is effectively controlled, and the system maintainability is high; the determined answer file has small granularity and high accuracy, the operation amount of the user can be effectively reduced, and the use experience of the user is effectively improved.
Fig. 3 is a schematic structural diagram of an automatic service processing apparatus according to an embodiment of the present application, and as shown in fig. 3, the apparatus includes:
the first obtaining unit 1 is configured to obtain an order code of a user order corresponding to an order operation instruction in response to the obtained order operation instruction of the user;
the first processing unit 2 is used for determining the order attribute of the user order according to the order code;
the second processing unit 3 is configured to determine and display a question list corresponding to an order attribute of the user order according to a preset first corresponding relationship, where the first corresponding relationship is a corresponding relationship between the order attribute and the question list.
In the embodiment, an order code of a user order corresponding to an order operation instruction is acquired by responding to the acquired order operation instruction of the user; determining the order attribute of the user order according to the order code; and determining and displaying a problem list corresponding to the order attribute of the user order according to a preset first corresponding relation, wherein the first corresponding relation is the corresponding relation between the order attribute and the problem list. When a user transacts an order or views the order, an order operation instruction generated by user trigger operation is obtained, an order code corresponding to the order operation instruction is obtained, a problem list is determined and displayed according to the order attribute corresponding to the order code, and when the user transacts the order or views the order, the problem list related to the order which the user needs to transact or view is actively provided for the user, so that the problems that the user cannot accurately describe the problem, or the user is not clear of service or benefit provided by a merchant and cannot effectively consult the problem, the terminal equipment processor cannot accurately know the problem that the user needs to consult, the accurate problem or service cannot be provided for the user, and the automatic question-answering service effect is poor can be effectively solved; the questions in the question list are determined according to the consultation frequency of the users and by utilizing a deep learning algorithm, and can cover most of the questions which can be consulted by the users, so that the method is beneficial to effectively simplifying user operation, improving the efficiency of automatic question answering service and improving the accuracy of the automatic question answering service; when the user transacts or checks the order, the problem list corresponding to the order code is displayed, and when the problem checking instruction of the user is not obtained, the answer of each problem does not need to be determined, so that the data matching can be effectively reduced, and the database pressure is relieved.
Fig. 4 is a schematic structural diagram of another automatic service processing apparatus provided in an embodiment of the present application, and based on the embodiment shown in fig. 3, as shown in fig. 4,
the order operation instruction comprises an order transaction instruction and an order viewing instruction, and the first obtaining unit 1 comprises:
the first obtaining subunit 11 is configured to obtain an order transaction instruction generated when the user triggers a new order generation page;
the second obtaining subunit 12 is configured to obtain an order transaction instruction generated when the user triggers an operation option of the generated order;
and a third obtaining subunit 13, configured to obtain an order viewing instruction generated when the user triggers the thumbnail content of the generated order.
The order attributes comprise state attributes of the order; a second processing unit 3 comprising:
the first processing subunit 31 is configured to determine, according to a preset second corresponding relationship, an order state corresponding to the state attribute of the user order, where the second corresponding relationship is a corresponding relationship between the state attribute and the order state;
the second processing subunit 32 is configured to determine at least one question corresponding to the order state of the user order according to a preset third corresponding relationship, so as to form a question list, where the third corresponding relationship is a corresponding relationship between the order state and the question.
When the obtained order operation instruction of the user is an order transaction instruction, the second processing subunit 32 further includes:
the first processing module 321 is configured to, according to the order transaction option corresponding to the order transaction instruction, screen out a problem corresponding to the order transaction option from the determined at least one problem, and form a problem list.
The device also includes:
and the third processing unit 4 is used for responding to the acquired question viewing instruction of the user, and determining and displaying an answer copy of the target question corresponding to the question viewing instruction, wherein the question viewing instruction is generated when the user triggers any question in the question list.
The order attributes also include a non-status attribute, and the third processing unit 4 includes:
a third processing subunit 41, configured to determine, according to at least one non-state attribute of the user order, an answer template corresponding to the target question;
and a fourth processing subunit 42, configured to replace the preset filling content in the answer template with an attribute value corresponding to the user order, so as to obtain an answer document corresponding to the target question, where the attribute value is determined according to a non-state attribute of the user order.
A third processing subunit 41, comprising:
the second processing module 411 is configured to determine an answer template corresponding to the target question according to a preset fourth corresponding relationship, where the fourth corresponding relationship is a corresponding relationship between the answer template and at least one non-state attribute.
The device also includes:
and the second acquiring unit 5 is used for acquiring evaluation information input by the user, wherein the evaluation information is acquired when the user triggers an answer evaluation option and is stored.
In the embodiment, an order code of a user order corresponding to an order operation instruction is obtained by responding to the obtained order operation instruction of the user, and an order attribute of the user order is determined according to the order code, wherein the order attribute comprises a state attribute and a non-state attribute; determining an order state corresponding to the state attribute of the user order according to a preset second corresponding relationship, wherein the second corresponding relationship is a corresponding relationship between the state attribute and the order state; determining at least one question corresponding to the order state of the user order according to a preset third corresponding relation, forming a question list and displaying the question list, wherein the third corresponding relation is the corresponding relation between the order state and the question; and in response to the acquired question viewing instruction of the user, determining and displaying an answer copy of the target question corresponding to the question viewing instruction, wherein the question viewing instruction is generated when the user triggers any question in the question list. After an order operation instruction of a user is obtained, a question list corresponding to the user order is determined and displayed, and a question list related to the order which the user needs to transact or check is actively provided for the user, so that the user operation amount can be effectively reduced, the user question consultation efficiency is improved, the matching degree of preset questions in the displayed question list and the user order is high, and the service effect of the automatic question answering service is effectively ensured; after a question checking instruction of a user is obtained, an answer pattern of a target question to be checked by the user is determined and displayed by utilizing at least one non-state attribute of a user order, the data calculation amount of the answer pattern is determined to be small, the data matching consumption is low, the efficiency of the automatic question answering service is effectively improved, the operation cost of the automatic question answering service is effectively controlled, and the system maintainability is high; the determined answer file has small granularity and high accuracy, and can effectively reduce the operation amount of the user and effectively improve the use experience of the user.
Fig. 5 is a schematic structural diagram of an automatic service processing device provided in an embodiment of the present application, and as shown in fig. 5, an embodiment of the present application provides an automatic service processing device, which may be used to execute actions or steps of the automatic service processing device in the embodiments shown in fig. 1 to fig. 2, and specifically includes: a processor 501, a memory 502 and a communication interface 503.
A memory 502 for storing a computer program.
The processor 501 is configured to execute the computer program stored in the memory 502 to implement the actions of the automatic service processing apparatus in the embodiments shown in fig. 1 to fig. 4, which are not described again.
Optionally, the automated service processing apparatus may also include a bus 504. The processor 501, the memory 502 and the communication interface 503 may be connected to each other through a bus 504; the bus 504 may be a Peripheral Component Interconnect (PCI) bus, an Extended Industry Standard Architecture (EISA) bus, or the like. The bus 504 may be divided into an address bus, a data bus, a control bus, and the like. For ease of illustration, only one thick line is shown in FIG. 5, but this is not intended to represent only one bus or type of bus.
In the embodiments of the present application, the above embodiments may be referred to and referred to with each other, and the same or similar steps and terms are not repeated herein.
Alternatively, part or all of the above modules may be implemented by being embedded in one chip of the trajectory prediction device in the form of an integrated circuit. And they may be implemented separately or integrated together. That is, the above modules may be configured as one or more integrated circuits implementing the above methods, for example: one or more Application Specific Integrated Circuits (ASICs), or one or more microprocessors (DSPs), or one or more Field Programmable Gate Arrays (FPGAs)
A computer-readable storage medium on which a computer program is stored, the computer program being executed by a processor to implement the processing method described above.
In the above embodiments, the implementation may be wholly or partially realized by software, hardware, firmware, or any combination thereof. When implemented in software, may be implemented in whole or in part in the form of a computer program product. The computer program product includes one or more computer instructions. The procedures or functions according to the embodiments of the present application are all or partially generated when the computer program instructions are loaded and executed on a computer. The computer may be a general purpose computer, a special purpose computer, a network of computers, or other programmable device. The computer instructions may be stored on a computer readable storage medium or transmitted from one computer readable storage medium to another, for example, the computer instructions may be transmitted from one website, computer, automated service equipment, or data center to another website, computer, automated service equipment, or data center via wired (e.g., coaxial cable, fiber optic, Digital Subscriber Line (DSL)) or wireless (e.g., infrared, wireless, microwave, etc.) means. The computer-readable storage medium can be any available medium that can be accessed by a computer or a data storage device, such as an automated service equipment, data center, etc., that incorporates one or more available media. The usable medium may be a magnetic medium (e.g., a floppy disk, a hard disk, a magnetic tape), an optical medium (e.g., a DVD), or a semiconductor medium (e.g., a Solid State Disk (SSD)), among others.
Those skilled in the art will recognize that, in one or more of the examples described above, the functions described in the embodiments of the present application may be implemented in hardware, software, firmware, or any combination thereof. When implemented in software, the functions may be stored on or transmitted over as one or more instructions or code on a computer-readable medium. Computer-readable media includes both computer storage media and communication media including any medium that facilitates transfer of a computer program from one place to another. A storage media may be any available media that can be accessed by a general purpose or special purpose computer.
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 variations, 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 will be understood that the present disclosure is not limited to the precise arrangements described above and shown in the drawings and that various modifications and changes may be made without departing from the scope thereof. The scope of the present disclosure is limited only by the appended claims.
Claims (14)
1. An automated service processing method, comprising:
in response to the obtained order operation instruction of the user, obtaining an order code of the user order corresponding to the order operation instruction;
determining the order attribute of the user order according to the order code;
determining and displaying a problem list corresponding to the order attribute of the user order according to a preset first corresponding relation, wherein the first corresponding relation is the corresponding relation between the order attribute and the problem list;
the order operation instruction comprises an order transaction instruction and an order viewing instruction, and the order operation instruction of the user is obtained, and the method comprises the following steps:
acquiring an order transaction instruction generated when a user triggers a new order generation page; alternatively, the first and second electrodes may be,
acquiring an order handling instruction generated when a user triggers an operation option of a generated order; alternatively, the first and second electrodes may be,
acquiring an order viewing instruction generated when a user triggers the thumbnail content of the generated order;
the order attribute comprises a state attribute of the order; determining a problem list corresponding to the order attribute of the user order according to a preset first corresponding relation, wherein the problem list comprises the following steps:
determining an order state corresponding to the state attribute of the user order according to a preset second corresponding relationship, wherein the second corresponding relationship is a corresponding relationship between the state attribute and the order state;
and determining at least one question corresponding to the order state of the user order according to a preset third corresponding relation to form the question list, wherein the third corresponding relation is the corresponding relation between the order state and the question.
2. The method according to claim 1, wherein when the obtained order operation instruction of the user is the order transaction instruction, after determining at least one question corresponding to the order state of the user order according to a preset third correspondence, further comprising:
and screening the problems corresponding to the order transaction options from the at least one determined problem according to the order transaction options corresponding to the order transaction instruction to form the problem list.
3. The method of claim 1 or 2, further comprising:
and in response to the acquired question viewing instruction of the user, determining and displaying an answer copy of a target question corresponding to the question viewing instruction, wherein the question viewing instruction is generated when the user triggers any question in the question list.
4. The method of claim 3, wherein the order attributes further include a non-status attribute, and wherein determining an answer copy for the target question corresponding to the question viewing instruction comprises:
determining an answer template corresponding to the target question according to at least one non-state attribute of the user order;
and replacing the preset filling content in the answer template with an attribute value corresponding to the user order to obtain an answer copy corresponding to the target question, wherein the attribute value is determined according to the non-state attribute of the user order.
5. The method of claim 4, wherein determining an answer template corresponding to the target question based on at least one non-state attribute of the user order comprises:
and determining an answer template corresponding to the target question according to a preset fourth corresponding relation, wherein the fourth corresponding relation is the corresponding relation between the answer template and at least one non-state attribute.
6. The method of claim 3, further comprising:
obtaining evaluation information input by a user, wherein the evaluation information is obtained when the user triggers an answer evaluation option, and storing the evaluation information.
7. An automated service processing apparatus, comprising:
the first obtaining unit is used for responding to the obtained order operation instruction of the user and obtaining an order code of the user order corresponding to the order operation instruction;
the first processing unit is used for determining the order attribute of the user order according to the order code;
the second processing unit is used for determining and displaying a problem list corresponding to the order attribute of the user order according to a preset first corresponding relationship, wherein the first corresponding relationship is the corresponding relationship between the order attribute and the problem list;
the order operation instruction comprises an order transaction instruction and an order viewing instruction, and the first obtaining unit comprises:
the first acquisition subunit is used for acquiring an order transaction instruction generated when a user triggers a new order generation page;
the second acquisition subunit is used for acquiring an order transaction instruction generated when the user triggers the operation option of the generated order;
the third acquisition subunit is used for acquiring an order viewing instruction generated when the user triggers the thumbnail content of the generated order;
the order attribute comprises a state attribute of the order; a second processing unit comprising:
the first processing subunit is configured to determine, according to a preset second corresponding relationship, an order state corresponding to the state attribute of the user order, where the second corresponding relationship is a corresponding relationship between the state attribute and the order state;
and the second processing subunit is configured to determine at least one question corresponding to the order state of the user order according to a preset third corresponding relationship, so as to form the question list, where the third corresponding relationship is a corresponding relationship between the order state and the question.
8. The apparatus according to claim 7, wherein when the obtained order operation instruction of the user is the order transaction instruction, the second processing subunit further comprises:
and the first processing module is used for screening out the problems corresponding to the order handling options from the at least one determined problem according to the order handling options corresponding to the order handling instruction to form the problem list.
9. The apparatus of claim 7 or 8, further comprising:
and the third processing unit is used for responding to the acquired question viewing instruction of the user, and determining and displaying an answer copy of a target question corresponding to the question viewing instruction, wherein the question viewing instruction is generated when the user triggers any question in the question list.
10. The apparatus of claim 9, wherein the order attributes further comprise a non-status attribute, and wherein the third processing unit comprises:
the third processing subunit is configured to determine, according to at least one non-state attribute of the user order, an answer template corresponding to the target question;
and the fourth processing subunit is configured to replace the filling content preset in the answer template with an attribute value corresponding to the user order to obtain an answer manuscript corresponding to the target question, where the attribute value is determined according to a non-state attribute of the user order.
11. The apparatus of claim 10, wherein the third processing subunit comprises:
and the second processing module is used for determining an answer template corresponding to the target question according to a preset fourth corresponding relation, wherein the fourth corresponding relation is the corresponding relation between the answer template and at least one non-state attribute.
12. The apparatus of claim 9, further comprising:
and the second acquisition unit is used for acquiring evaluation information input by a user, wherein the evaluation information is acquired when the user triggers an answer evaluation option and is stored.
13. An electronic device, comprising:
at least one processor; and
a memory communicatively coupled to the at least one processor; wherein the content of the first and second substances,
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 1-6.
14. A non-transitory computer readable storage medium having stored thereon computer instructions for causing the computer to perform the method of any one of claims 1-6.
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| CN104143157A (en) * | 2014-08-21 | 2014-11-12 | 广州唯品会网络技术有限公司 | Order matching method and device |
| JP2016181019A (en) * | 2015-03-23 | 2016-10-13 | 株式会社日立製作所 | Order reception processing system and order reception processing method |
| CN106469358B (en) * | 2015-08-20 | 2020-10-09 | 菜鸟智能物流控股有限公司 | Logistics information processing method and device |
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