CN110689393A - Man-machine interaction method, device, system and storage medium - Google Patents

Man-machine interaction method, device, system and storage medium Download PDF

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Publication number
CN110689393A
CN110689393A CN201810735560.XA CN201810735560A CN110689393A CN 110689393 A CN110689393 A CN 110689393A CN 201810735560 A CN201810735560 A CN 201810735560A CN 110689393 A CN110689393 A CN 110689393A
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interaction
human
intention
target
computer
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CN110689393B (en
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许立龙
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Alibaba Group Holding Ltd
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Alibaba Group Holding Ltd
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Priority to CN201810735560.XA priority Critical patent/CN110689393B/en
Priority to PCT/CN2019/092679 priority patent/WO2020007214A1/en
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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
    • G—PHYSICS
    • G06—COMPUTING; CALCULATING OR COUNTING
    • G06F—ELECTRIC DIGITAL DATA PROCESSING
    • G06F3/00—Input arrangements for transferring data to be processed into a form capable of being handled by the computer; Output arrangements for transferring data from processing unit to output unit, e.g. interface arrangements
    • G06F3/01—Input arrangements or combined input and output arrangements for interaction between user and computer
    • 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

Abstract

The embodiment of the application provides a human-computer interaction method, device and system and a storage medium. In the embodiment, the human-computer interaction equipment determines a target interaction intention to which the current round of interaction belongs according to human-computer interaction requirements, and requests interaction guide information corresponding to the current round of interaction from a management platform according to the target interaction intention; the management platform maintains the interaction guide flow under each interaction intention, determines interaction guide information corresponding to the current round of interaction based on the target interaction intention and sends the interaction guide information to the man-machine interaction equipment; the human-computer interaction equipment acquires the interaction result of the local round of interaction according to the interaction guide information corresponding to the local round of interaction, so that the manual guide interaction process is not needed, the human-computer automatic interaction is realized, the labor cost is saved, and the human-computer interaction efficiency is improved.

Description

Man-machine interaction method, device, system and storage medium
Technical Field
The present application relates to the field of artificial intelligence technologies, and in particular, to a human-computer interaction method, device, system, and storage medium.
Background
With the development of e-commerce technology, the information network technology is used as a means, and online shopping of consumers and online transaction between merchants are more and more extensive. The process of online shopping and online transaction is mainly an order processing process, namely an information processing process taking an order as a processing object.
In the existing order processing mode, for example, when the right-maintaining processing is performed on an order, a user generally initiates a right-maintaining request on line through a human-computer interaction device, changes an on-line customer service to a manual customer service, and the manual customer service follows up the right-maintaining request of the user to guide the user to complete the right-maintaining operation, so as to finally provide a solution.
However, the existing method needs a large amount of manual work, the labor cost is high, and the efficiency is low.
Disclosure of Invention
Aspects of the embodiments of the present application provide a human-computer interaction method, device, system, and storage medium, so as to reduce human cost in a human-computer interaction process and improve human-computer interaction efficiency.
The embodiment of the application provides a human-computer interaction method, which is suitable for human-computer interaction equipment and comprises the following steps:
determining a target interaction intention to which the current round of interaction belongs according to the human-computer interaction requirement;
requesting interaction guide information corresponding to the current round of interaction from a management platform according to the target interaction intention, wherein the management platform maintains interaction guide processes under each interaction intention;
receiving interaction guide information corresponding to the current round of interaction sent by the management platform;
and acquiring an interaction result of the current round of interaction according to the interaction guide information corresponding to the current round of interaction.
The embodiment of the present application further provides an interaction method, which is applicable to a management platform, and includes:
receiving a request sent by a human-computer interaction device, wherein the request carries a target interaction intention to which the human-computer interaction device belongs in the current round of interaction;
obtaining a target interaction guiding process adaptive to the target interaction intention from interaction guiding processes under at least one interaction intention, wherein each interaction guiding process comprises at least one guiding node, and each guiding node corresponds to one piece of interaction guiding information;
determining interactive guidance information corresponding to the next guidance node according to the guidance node where the target interactive guidance process is currently located;
and returning the interactive guidance information corresponding to the next guidance node to the human-computer interaction equipment as the interactive guidance information corresponding to the current round of interaction.
An embodiment of the present application further provides a human-computer interaction device, including: a memory, a processor, and a communication component;
the memory to store one or more computer instructions;
the processor to execute one or more computer instructions to:
determining a target interaction intention to which the current round of interaction belongs according to the human-computer interaction requirement;
requesting interaction guide information corresponding to the current round of interaction from a management platform according to the target interaction intention, wherein the management platform maintains interaction guide processes under each interaction intention;
receiving interaction guide information corresponding to the current round of interaction sent by the management platform through the communication assembly;
and acquiring an interaction result of the current round of interaction according to the interaction guide information corresponding to the current round of interaction.
The embodiment of the present application further provides a computer-readable storage medium storing a computer program, where the computer program can implement the steps in the human-computer interaction method on the human-computer interaction device side when executed.
An embodiment of the present application further provides a management platform, including: a memory, a processor, and a communication component;
the memory to store one or more computer instructions;
the processor to execute one or more computer instructions to:
receiving a request sent by the human-computer interaction equipment through the communication component, wherein the request carries a target interaction intention to which the human-computer interaction equipment belongs in the current round of interaction;
obtaining a target interaction guiding process adaptive to the target interaction intention from interaction guiding processes under at least one interaction intention, wherein each interaction guiding process comprises at least one guiding node, and each guiding node corresponds to one piece of interaction guiding information;
determining interactive guidance information corresponding to the next guidance node according to the guidance node where the target interactive guidance process is currently located;
and returning the interactive guide information corresponding to the next guide node to the human-computer interaction equipment as the interactive guide information corresponding to the current round of interaction through the communication assembly.
The embodiment of the present application further provides a computer-readable storage medium storing a computer program, where the computer program can implement the steps in the human-computer interaction method on the management platform side when executed.
An embodiment of the present application further provides a human-computer interaction system, including: a human-computer interaction device and a management platform;
the human-computer interaction equipment is used for determining a target interaction intention to which the current round of interaction belongs according to human-computer interaction requirements; requesting the management platform for interaction guide information corresponding to the current round of interaction according to the target interaction intention, and receiving the interaction guide information corresponding to the current round of interaction sent by the management platform; acquiring an interaction result of the current round of interaction according to the interaction guide information corresponding to the current round of interaction;
the management platform is used for acquiring a target interaction guiding process adaptive to the target interaction intention from the maintained interaction guiding process under at least one interaction intention according to the request of the human-computer interaction equipment, and determining interaction guiding information corresponding to a next guiding node according to the guiding node where the target interaction guiding process is currently located; returning the interactive guidance information corresponding to the next guidance node to the human-computer interaction equipment as the interactive guidance information corresponding to the current round of interaction; each interactive guidance flow comprises at least one guidance node, and each guidance node corresponds to one piece of interactive guidance information.
In the embodiment of the application, in a human-computer interaction scene, an interaction guide flow under each interaction intention is maintained through a management platform, human-computer interaction equipment is matched with the management platform, the human-computer interaction equipment determines the target interaction intention to which the current round of interaction belongs according to human-computer interaction requirements, interaction guide information corresponding to the current round of interaction is requested to the management platform based on the target interaction intention, then an interaction result of the current round of interaction can be obtained according to the interaction guide information corresponding to the current round of interaction sent by the management platform, the manual guide interaction process is not needed, human-computer automatic interaction is achieved, labor cost is saved, and human-computer interaction efficiency is improved.
Drawings
The accompanying drawings, which are included to provide a further understanding of the application and are incorporated in and constitute a part of this application, illustrate embodiment(s) of the application and together with the description serve to explain the application and not to limit the application. In the drawings:
fig. 1 is a schematic structural diagram of a human-computer interaction system according to an exemplary embodiment of the present application;
fig. 2a is a schematic structural diagram of a human-computer interaction system according to another exemplary embodiment of the present application;
FIG. 2b is a schematic structural diagram of a human-computer interaction system according to another exemplary embodiment of the present application;
fig. 3 is an interaction diagram of a human-computer interaction system in an order right maintaining scenario according to an exemplary embodiment of the present application;
FIG. 4 is a flowchart of a method of human-computer interaction provided in an exemplary embodiment of the present application;
FIG. 5 is a flowchart of an initial round of interaction method of a human-computer interaction method according to another exemplary embodiment of the present application;
FIG. 6 is a flowchart of a non-first-turn interaction method of a human-computer interaction method according to another exemplary embodiment of the present application;
FIG. 7 is a flowchart of a method for human-computer interaction according to yet another exemplary embodiment of the present application;
FIG. 8 is a flowchart illustrating an initial round of human-computer interaction method according to yet another exemplary embodiment of the present application;
FIG. 9 is a flowchart of a non-first-turn interaction method of a human-computer interaction method according to another exemplary embodiment of the present application;
FIG. 10 is a schematic structural diagram of a human-computer interaction device according to another exemplary embodiment of the present application;
fig. 11 is a schematic structural diagram of a management platform according to another exemplary embodiment of the present application.
Detailed Description
In order to make the objects, technical solutions and advantages of the present application more apparent, the technical solutions of the present application will be described in detail and completely with reference to the following specific embodiments of the present application and the accompanying drawings. It should be apparent that the described embodiments are only some of the embodiments of the present application, and not all of the embodiments. All other embodiments, which can be derived by a person skilled in the art from the embodiments given herein without making any creative effort, shall fall within the protection scope of the present application.
In some existing human-computer interaction scenes, a human-computer interaction process needs to be guided manually, and the method needs a large amount of human participation, so that the labor cost is high, and the human-computer interaction efficiency is low. Aiming at the technical problem, in some exemplary embodiments of the present application, for a scene of human-computer interaction, an interaction guidance flow under each interaction intention is maintained through a management platform, and a human-computer interaction device is matched with the management platform, the human-computer interaction device determines a target interaction intention to which the current round of interaction belongs according to a human-computer interaction requirement, requests interaction guidance information corresponding to the current round of interaction from the management platform based on the target interaction intention, and further obtains an interaction result of the current round of interaction according to the interaction guidance information corresponding to the current round of interaction sent by the management platform; in the process, the human-computer interaction process is not required to be guided manually, so that the human-computer automatic interaction is realized, the labor cost is saved, and the human-computer interaction efficiency is improved.
Fig. 1 is a schematic structural diagram of a human-computer interaction system according to an exemplary embodiment of the present application. As shown in fig. 1, the human-computer interaction system 10 includes: a human-computer interaction device 11 and a management platform 12.
In the present embodiment, the human-computer interaction device 11 refers to a device capable of interacting with a user. The implementation form of the human-computer interaction equipment is different according to different human-computer interaction scenes.
For example, in business scenarios such as online shopping, the human-computer interaction device 11 may be an online customer service device, a robot cookie, and the like in these business scenarios. The human-computer interaction device 11 in these service scenarios may comprise a front-end (the end facing the user) and a back-end (the end not visible to the user). The front end can be a webpage, an application page, a window or the like, and mainly provides various forms of human-computer interaction interfaces such as a human-computer interaction interface and a voice input interface for a user, and is generally deployed on terminal equipment at the user side. The back end mainly provides functions of calculation, data processing, man-machine interaction logic control and the like, and can be deployed on equipment such as a server or a robot in a service scene.
For another example, in the service scenarios such as automatic driving and unmanned aerial vehicle, the human-computer interaction device 11 may be an electronic device installed in a vehicle or an unmanned aerial vehicle, and the electronic device may provide various forms of human-computer interaction interfaces such as a human-computer interaction interface and a voice input interface to the user.
In this embodiment, the management platform 12 maintains an interaction guidance process with at least one interaction intention, can communicate with the human-computer interaction device 11, and can guide the human-computer interaction process of the human-computer interaction device 11 based on the maintained interaction guidance processes with the interaction intents. The embodiment does not limit the implementation form of the management platform 12, and may be a server device such as a conventional server, a cloud host, and a virtual center.
The server device mainly includes a processor, a hard disk, a memory, a system bus, and the like, and is similar to a general computer architecture. In addition, the management platform 12 and the human-computer interaction device 11 may be connected wirelessly or through wires. In this embodiment, if the human-computer interaction device 11 is communicatively connected to the management platform 12 through a mobile network, the network format of the mobile network may be any one of 2G (gsm), 2.5G (gprs), 3G (WCDMA, TD-SCDMA, CDMA2000, UTMS), 4G (LTE), 4G + (LTE +), WiMax, and the like. Besides, the human-computer interaction device 11 may also establish a communication connection with the management platform 12 in a communication manner such as WiFi, bluetooth, infrared, and the like.
The human-computer interaction device 11 can automatically complete the human-computer interaction process under the guidance of the management platform 12 without manual guidance. The following section will describe in detail how the human-machine interaction device 11 automatically implements human-machine interaction at the direction of the management platform 12.
In the human-computer interaction system 10, the human-computer interaction device 11 can perform human-computer interaction with a user. A complete human-computer interaction process can comprise at least one round of interaction, and each round of interaction can be regarded as an interaction link in the human-computer interaction process. Each complete human-computer interaction process corresponds to an interaction intention. In this embodiment, the human-computer interaction device 11 may automatically complete a human-computer interaction process under an interaction intention in cooperation with the management platform 12. In other words, the human-computer interaction device 11 can automatically complete at least one round of interaction under one interaction intention in cooperation with the management platform 12. Since the process of completing each round of interaction by the human-computer interaction device 11 under the cooperation of the management platform 12 is similar, the present embodiment describes the process of completing the round of interaction by the human-computer interaction device 11 as an example. The current round of interaction refers to the interaction which needs to be executed or is being executed currently in at least one round of interaction.
The human-computer interaction device 11 may determine the interaction intention to which the current round of interaction belongs according to human-computer interaction requirements, and for convenience of description and partitioning, the interaction intention to which the current round of interaction belongs is recorded as a target interaction intention. According to the round of the current round of interaction, the conditions of the human-computer interaction requirements are different. If the current round of interaction is the first round of interaction under the target interaction intention, the human-computer interaction requirement can be initiated by the user through the human-computer interaction device 11; if the current round of interaction is a non-first round of interaction under the target interaction intention, for example, the second round of interaction, the third round of interaction, and the like may be possible, the human-computer interaction requirement may be caused by an interaction result of the previous round of interaction, and the embodiment is not limited.
Based on the communication between the management platform 12 and the human-computer interaction device 11, after determining the target interaction intention to which the current round of interaction belongs, the human-computer interaction device 11 may request the management platform 12 for interaction guidance information corresponding to the current round of interaction according to the target interaction intention. The interactive guidance information refers to information for guiding a human-computer interaction process, and the information can indicate an operation which should be executed at the current or next moment in the human-computer interaction process; the human-computer interaction device 11 can guide the user to complete the whole interaction process based on the interaction guiding information.
The management platform 12 may receive the request sent by the human-computer interaction device 11, and obtain a target interaction guidance flow adapted to the target interaction intention from the maintained interaction guidance flows under the at least one interaction intention according to the received request. In this embodiment, the management platform 12 maintains an interaction guidance process under at least one interaction intention, and different interaction intents may correspond to different human-computer interaction scenarios. For example, the interaction intention corresponding to the online right-maintaining scene is the online right-maintaining. As another example, the interaction intent corresponding to the online consultation scenario is online consultation. For another example, the interaction intention corresponding to the online question-and-answer scenario is an online question-and-answer. No matter which interactive guidance process under the interaction intention, each interactive guidance process comprises at least one guidance node, each guidance node represents one guidance link in the interactive guidance process, the number of the guidance nodes represents the number of the guidance links in the interactive guidance process, the upstream and downstream relation among the guidance nodes can reflect the sequence among the guidance links in the interactive guidance process, and each guidance node corresponds to one piece of interactive guidance information for indicating how to guide the human-computer interaction process at the guidance ring node represented by the guidance node.
Based on the above, the management platform 12 may determine the interactive guidance information corresponding to the next guidance node according to the guidance node where the target interactive guidance process is currently located, and return the interactive guidance information corresponding to the next guidance node to the human-computer interaction device 11 as the interactive guidance information corresponding to the current round of interaction. The human-computer interaction device 11 receives the interaction guidance information corresponding to the current round of interaction sent by the management platform 12, and can complete the current round of interaction process and obtain the interaction result of the current round of interaction according to the interaction guidance information corresponding to the current round of interaction.
In this embodiment, in a human-computer interaction scenario, an interaction guidance process under each interaction intention is maintained by a management platform, and a human-computer interaction device 11 is matched with the management platform, the human-computer interaction device 11 determines a target interaction intention to which the current round of interaction belongs according to a human-computer interaction requirement, and requests, to the management platform 12, interaction guidance information corresponding to the current round of interaction based on the target interaction intention, and then an interaction result of the current round of interaction can be obtained according to the interaction guidance information corresponding to the current round of interaction sent by the management platform 12. Compared with the manual guiding mode in the prior art, in the embodiment, the interaction guiding information requested by the human-computer interaction device 11 to the management platform 12 can automatically guide the human-computer interaction process without manually guiding the human-computer interaction process, so that the labor cost is saved, and the human-computer interaction efficiency is improved.
In the embodiment of the present application, the human-computer interaction device 11 is used to execute the present round of interaction example, and a process of automatically completing human-computer interaction by the human-computer interaction device 11 under the cooperation of the management platform 12 is described. The detailed implementation process of the human-computer interaction automatically completed by the human-computer interaction device 11 under the cooperation of the management platform 12 will be different according to different interaction rounds of the current round of interaction, and the following description will be provided for different rounds.
In the case of the situation a,the current round of interaction is the first round of interaction under the target interaction intention, and the human-computer interaction requirement is initiated by a user through the human-computer interaction device 11. The human-computer interaction device 11 can respond to a human-computer interaction demand initiated by a user, perform intention recognition on the human-computer interaction demand, and determine a target interaction intention to which first-round interaction belongs according to a recognition result.
The manner in which the user initiates the human-computer interaction requirement may also vary according to the human-computer interaction interface provided by the human-computer interaction device 11 to the user. For example, in an alternative embodiment, the human-computer interaction device 11 may present an interaction interface for the user to input the interaction requirement; the user can input interaction requirements on the interactive interface. The user can input the interaction requirement on the interaction interface in a handwriting mode, and can also input the interaction requirement on the interaction interface through a mouse, a keyboard, an input pen, a recording pen, a microphone and the like which are externally arranged. In another alternative embodiment, the human-computer interaction device 11 may further receive voice information provided by the user, where the voice information carries interaction requirements of the user, and perform intent recognition on the voice information to determine a target interaction intent to which the current round of interaction belongs. The manner of providing the voice information by the user may be: the user directly utters the voice or plays the voice information through the voice playing device, for example, the user may play the generated or recorded voice information through a mobile phone, a computer, a recording pen, or other devices, which is not limited in this embodiment.
In some exemplary embodiments, a way of intent recognition for voice information includes: and comparing the received voice information with reference voice information in a reference voice library, and determining target reference voice information corresponding to the voice information from the reference voice library according to a comparison result. The reference voice information in the reference voice library corresponds to the interaction intention, for example, the reference voice information 1 corresponds to the interaction intention 1, and the reference voice information 2 corresponds to the interaction intention 2. Based on this, after the target reference voice information is determined, the interaction intention corresponding to the target reference voice information can be used as the interaction intention to which the current round of interaction belongs.
In other exemplary embodiments, a manner of intent recognition for voice information includes: carrying out voice recognition on the received voice information so as to convert the voice information into text information; and then, performing semantic recognition on the text information obtained by conversion, and determining a target interaction intention corresponding to the voice information according to a result of the semantic recognition, which is not repeated herein.
According to different human-computer interaction scenes, the content of the interaction requirements input by the user is different. For example, in the right-maintaining scenario, the user may enter a word such as "order right-maintaining" on the interactive interface. The human-computer interaction device 11 may obtain an interaction requirement input by the user on the interaction interface, and then may perform intent recognition on the interaction requirement input by the user to determine a target interaction intent to which the first round of interaction belongs.
Optionally, if the interaction requirement input by the user on the interaction interface is a text character, the human-computer interaction device 11 may perform semantic recognition according to the text character to determine a target interaction intention to which the first-round interaction belongs. Optionally, if the interaction requirement input by the user on the interaction interface is a voice signal, voice recognition may be performed on the voice signal first, and semantic recognition is performed based on a voice recognition result to determine a target interaction intention to which the first round of interaction belongs.
After determining the target interaction intention to which the first round of interaction belongs, the man-machine interaction deviceThe device 11 may send the description information of the target interaction intention to the management platform 12. Accordingly, the way in which the management platform 12 maintains the interaction guidance flow under at least one interaction intention may be: and maintaining the description information of each interaction intention and the mapping relation of the interaction guiding process under each interaction intention. For example, the interaction guidance flow under the interaction intention with the description information M comprises PM(ii) a The interactive guide flow under the interactive intention with the description information of N comprises PN. When receiving the request carrying the description information of the target interaction intention, the management platform 12 may select an interaction guidance flow under the interaction intention, where the description information matches with the description information carried in the request sent by the human-computer interaction device 11, as a target interaction guidance flow adapted to the target interaction intention.
Optionally, in an implementation manner in which the current round of interaction is the first round of interaction with the target interaction intention, before determining the interaction guidance information corresponding to the next guidance node according to the guidance node where the target interaction guidance process is currently located, the management platform 12 may further send an object acquisition request to the human-computer interaction device 11 to request an identifier of the object to be processed with the target interaction intention.
The object to be processed refers to an object targeted by human-computer interaction under the target interaction intention. For example, when the target interaction intention is a commodity consultation intention, the object to be processed may be a commodity; when the target interaction intention is a right-maintaining intention, the object to be processed can be an order; when the target interaction intention is configured for game parameters, the target interaction object can be a game character or a game prop.
After receiving the object acquisition request sent by the management platform 12, the human-computer interaction device 11 may acquire the identifier of the object to be processed under the target interaction intention, and send the identifier of the object to be processed to the management platform 12. Optionally, the human-computer interaction device 11 may present an interaction interface to the user, and prompt the user to input an identifier of the object to be processed on the interaction interface, and may further obtain the identifier of the object to be processed, which is input on the interaction interface by the user, for example, an order number, a commodity ID, or a name of a game item. The way for the user to input the identifier of the object to be processed on the interactive interface may be handwriting input, voice input, keyboard input, input with a stylus, etc. The management platform 12 receives the identifier of the object to be processed sent by the human-computer interaction device 11, and may establish a corresponding relationship between the identifier of the object to be processed and the target interaction guiding process. The corresponding relation can be used for determining the object to be processed corresponding to the next interaction requirement according to the corresponding relation between the identifier of the object to be processed and the target interaction guide flow when the interaction requirement associated with the target guide flow is received next time.
Optionally, in the above embodiment, the management platform 12 maintains, in addition to the mapping relationship between each interaction intention and the interaction guidance flow, flow identifiers of the interaction guidance flows, each flow identifier has uniqueness, and may uniquely identify one interaction guidance flow, or may uniquely identify an interaction intention to which the interaction guidance flow belongs. Based on this, the management platform 12 may send the process identifier of the target interaction guiding process to the human-computer interaction device 11 after determining the target interaction guiding process. When the human-computer interaction device 11 receives the process identifier, the process identifier may be stored locally.
In some optional embodiments, if there is a next round of interaction after the current round of interaction, the human-computer interaction device 11 may determine an interaction intention to which the next round of interaction belongs based on the process identifier, and may directly request, according to the process identifier, the management platform 12 for interaction guidance information corresponding to the next round of interaction, and a detailed implementation process of this part of content will be described in subsequent embodiments that do not belong to the first round of interaction for the current round of interaction, which is not described herein again.
Optionally, the management platform 12 may send the process identifier of the target interaction guidance process to the human-computer interaction device 11 when sending the interaction guidance information corresponding to the current round of interaction to the human-computer interaction device 11, or may send the process identifier of the target interaction guidance process to the human-computer interaction device 11 after sending the interaction guidance information corresponding to the current round of interaction to the human-computer interaction device 11; the process identifier of the target interaction guidance process may also be sent to the human-computer interaction device 11 before sending the object acquisition request to the human-computer interaction device 11, which is not limited in this embodiment.
In the case of the case B,the current round of interaction is non-first round of interaction under the target interaction intention, for example, the second round of interaction, the third round of interaction, and the like, and accordingly, the human-computer interaction requirement can be caused by the previous round of interaction. In this case, the previous round of interaction result may indicate that the interaction process under the target interaction intention is not finished, and the next round of interaction may be continuously performed, so that the human-computer interaction device 11 may regard the previous round of interaction result as a source of the human-computer interaction requirement, and determine the target interaction intention to which the current round of interaction belongs. Of course, there may be various ways of indicating that the interaction process under the target interaction intention is not completed through the previous round of interaction result, and in different ways, the way of determining the target interaction intention to which the current round of interaction belongs by the human-computer interaction device 11 may also be different.
For example, the previous round of interaction result may be associated with a flow identifier corresponding to the interaction intention to which the previous round of interaction result belongs, and based on this, the human-computer interaction device 11 may determine the interaction intention corresponding to the flow identifier as the target interaction intention to which the current round of interaction belongs. In an optional implementation manner, a previous round of interaction result may carry a corresponding flow identifier, based on which, the human-computer interaction device 11 may obtain the flow identifier from the previous round of interaction result, and determine a target interaction intention to which the current round of interaction belongs according to the flow identifier. In another alternative embodiment, when obtaining the result of the previous round of interaction, the process identifier associated with the result may be obtained together, and based on this, the human-computer interaction device 11 may determine the target interaction intention to which the current round of interaction belongs according to the obtained process identifier.
Then, the human-computer interaction device 11 may send the process identifier and the identifier of the object to be processed under the target interaction intention to the management platform 12, so as to request the management platform 12 for interaction guidance information corresponding to the current round of interaction. Wherein, the identifier of the object to be processed can be obtained in the first round of interaction process, which can be referred to the above embodiment specifically; after the identification of the object to be processed is obtained in the first round of interaction process, the identification can be stored locally for use in the subsequent interaction process. After receiving the process identifier sent by the human-computer interaction device 11, the management platform 12 may select, from the maintained interaction guidance processes under the at least one interaction intention, the interaction guidance process identified by the process identifier as a target interaction guidance process.
Under the above conditions a and B, the management platform 13 acquires the target interaction guidance flow corresponding to the current round of interaction in different manners, and then may acquire the interaction guidance information corresponding to the current round of interaction from the target interaction guidance flow in the same manner. The target interactive guiding process may include at least one guiding node, each guiding node represents one guiding link in the interactive guiding process, and the processing states of the objects to be processed are different in different guiding links. In some embodiments, the processing state of the object to be processed may be used to characterize the progress of human-machine interaction with respect to the object to be processed. For example, under a target interaction intention, an object to be processed needs to undergo three processing states, such as processing states 1, 2, and 3, in three different guidance links during a human-computer interaction process; the three processing states may correspond to the guidance nodes 1, 2, and 3 in the target interactive guidance flow, respectively. Based on this, after determining the target interactive guiding process, the management platform 12 may determine the guiding node and the next guiding node where the target interactive guiding process is currently located according to the current processing state of the object to be processed.
Optionally, each guidance node in the target interactive guidance flow may correspond to one piece of interactive guidance information. The guidance information may be presented in various forms, for example, the guidance information may be presented in a card form, or in a verbal form, or in a web link form, which is not limited in this embodiment.
Based on this, after determining the next boot node, the management platform 12 may determine the interactive boot information corresponding to the next boot node. For example, if the guide node where the target interactive guide flow is currently located is an empty node, the next guide node is the node 1, and at this time, the interactive guide information corresponding to the guide node 1 may be used as the guide information corresponding to the current round of interaction. For another example, assuming that the guide node where the target interactive guide process is currently located is the guide node 2, the next guide node is the guide node 3, and at this time, the interactive guide information corresponding to the guide node 3 may be used as the guide information corresponding to the current round of interaction.
Then, the management platform 12 may return the interaction guidance information corresponding to the current round of interaction to the human-computer interaction device 11. The human-computer interaction device 11 may obtain an interaction result of the current round of interaction based on the obtained interaction guidance information. According to different human-computer interaction scenes, the way in which the human-computer interaction device 11 obtains the interaction result of the current round of interaction based on the interaction guidance information corresponding to the current round of interaction is also different. In some human-computer interaction scenarios, the human-computer interaction process may be related to a service server in the corresponding scenario, and the following section of this application will be described in detail with reference to the human-computer interaction system shown in fig. 2 a.
Fig. 2a is a schematic structural diagram of a human-computer interaction system according to another exemplary embodiment of the present application. As shown in fig. 2a, in addition to the human-machine interaction device 11 and the management platform 12 described in the above embodiment, the human-machine interaction system 10 further includes: a service server 13.
For the description of the human-computer interaction device 11 and the management platform 12, reference may be made to the above-mentioned embodiments, which are not described herein again. In this embodiment, a process of how to obtain an interaction result of the current round of interaction from the service server 13 according to the interaction guidance information after the human-computer interaction device 11 obtains the interaction guidance information corresponding to the current round of interaction is mainly described.
In an alternative embodiment: the man-machine interaction device 11 can display an information page to be filled according to the interaction guide information so that a user can input the information to be filled; the data required for displaying the information page to be filled out may be obtained from the service server 13 or other optional platform. The man-machine interaction device 11 responds to the input operation of the user on the information page to be filled, acquires the filled information page and sends the information page to the service server 13. After receiving the filled information page sent by the human-computer interaction device 11, the service server 13 may generate an interaction result of the current round of interaction according to the filled information page and return the interaction result to the human-computer interaction device 11.
Taking the order right as an example, the information page to be filled out may be an information page for confirming the appeal of the user, and the information page may include information to be filled out by the user, such as a refund reason, whether the user signs in, a contact way and the like. The man-machine interaction device 11 displays an information page for confirming the user appeal to the user, and the user submits the information page after filling related information; the man-machine interaction device 11 sends the filled information page to the service server 13; the service server 13 determines whether to agree with the user right maintenance according to the filled information page sent by the human-computer interaction device 11, and returns the result of agreeing with the user right maintenance as the interaction result of the current round of interaction to the human-computer interaction device 11.
Optionally, when sending the filled-in information page to the service server 13, the human-computer interaction device 11 may associate the filled-in information page with the process identifier and send the associated information page to the service server 13, and the service server 13 may receive and store the process identifier. In some embodiments, after the current round of interaction is finished, the target interaction intention can still be realized by the next round of interaction. In this case, the process identifier may be set as indication information that the interaction process is not finished, and the service server 13 may send the process identifier and the interaction result to the human-computer interaction device 11 together to inform the human-computer interaction device 11 to start a next round of interaction.
In an alternative embodiment, as shown in fig. 2b, in addition to the human-machine interaction device 11, the management platform 12 and the service server 13 described in the above embodiment, the human-machine interaction system 10 further includes: a rendering platform 14.
After the human-computer interaction device 11 obtains the interaction guidance information corresponding to the current round of interaction, in the process of obtaining the interaction result of the current round of interaction from the service server 13 according to the interaction guidance information, the rendering operation of the page may be involved. For example, after the human-computer interaction device 11 requests the interaction guidance information from the management platform 12 to the current round, the rendering platform 14 may be requested to render the interaction guidance information to obtain a guidance information page, so as to present the rendered guidance information page to the user, where the guidance information page includes the interaction guidance information. For another example, when the human-computer interaction device 11 displays the information page to be filled according to the interaction guidance information, the rendering platform 14 may be requested to render the information page to be filled, and then display the rendered information page to be filled to the user. Of course, other operations related to page rendering included in the actual interaction process may also be implemented by the rendering platform 14, which is not described herein.
In the above embodiment, based on the interaction guidance effect of the management platform 12, the user may perform single-turn or multiple-turn interaction with the human-computer interaction device 11, and implement the final interaction intention based on the single-turn or multiple-turn interaction process. In the process, simple or complex interaction intentions can be realized without extra manpower participation, the labor cost is saved, and the efficiency of man-machine interaction is improved.
Optionally, in some embodiments, the human-computer interaction device 11 may include an interaction front-end device and an interaction back-end device. The interactive front-end device can be a smart phone, a smart sound box, a personal computer, a wearable device, a tablet computer and other devices which are directly contacted with a user, and the user can initiate an interactive request, execute an interactive process and receive an interactive result through the interactive front-end device. The interaction backend device may be an interaction server or an application installed on the interaction server, and may process the interaction request received by the interaction frontend, communicate with the management platform 12, and assist the interaction frontend to perform the interaction process and receive the interaction result based on the management platform 12.
Alternatively, in some embodiments, management platform 12 may be implemented by a SOP (Standard operating procedure) platform. According to the interactive operation content corresponding to different interactive guidance intents, different interactive guidance flows can be created on the SOP platform, and corresponding relations between the different interactive guidance intents and the interactive guidance flows are generated; the SOP platform can uniformly maintain the established interactive guide flow and the corresponding relation, and is convenient for subsequent calling. In addition, the SOP platform is used as a unified flow management platform to facilitate management of different interactive guide flows, communication or integration between the interactive guide flows and other equipment or servers is facilitated, and interaction efficiency is improved.
According to different human-computer interaction scenes, the human-computer interaction process and the interaction intention are different. In the following embodiments of the present application, a human-computer interaction process (an interaction intention is an order right-maintaining intention) in which a user initiates a right-maintaining operation for an order in the field of electronic commerce is taken as an example, and a human-computer interaction scheme provided by the embodiments of the present application will be described in detail.
In the field of e-commerce, consumers consume through an online shopping platform. When the consumption rights of the user are damaged, the right-maintaining process can be initiated for the order through the online shopping platform. In the prior art, a user can initiate a right maintenance request on line through a right maintenance tool provided by a shopping platform, an on-line customer service is changed to a manual customer service, and the manual customer service follows the right maintenance request of the user to guide the user to complete right maintenance operation. However, the right-maintaining scheme based on the prior art needs a large amount of manual participation and has high labor cost. If the right maintaining processing is performed based on the man-machine interaction method provided by the embodiment of the application, the user can be automatically guided to complete the right maintaining operation through the mutual cooperation between the man-machine interaction device 11 and the management platform 12, and the participation of a manual customer is not needed. The following section will further explain the human-computer interaction scheme provided by the implementation of the present invention by taking a specific right-maintaining scenario as an example with reference to fig. 3.
When the right to be maintained is needed, the user can initiate a human-computer interaction requirement through the human-computer interaction device 11, and the requirement can be embodied as a right to be maintained request. For example, the user may input text or voice content such as "i complain about the seller", "i apply for after sale" in the interactive interface provided by the human-computer interaction device 11 to request to enter the first round of human-computer interaction. After the human-computer interaction device 11 obtains the human-computer interaction demand initiated by the user, it can perform voice recognition and/or semantic recognition on the human-computer interaction demand. And determining a target interaction intention to which the first round of man-machine interaction belongs based on the recognition result. For example, semantic recognition can be performed on a human-computer interaction requirement of "i want to apply for after sale", and a target interaction intention to which the first round of human-computer interaction belongs is determined as "right-keeping intention of an order".
Then, after determining that the target interaction intention to which the first round of interaction belongs is the right-maintaining intention of the order and the right-maintaining intention of the order, the human-computer interaction device 11 may send description information related to the right-maintaining intention of the order to the management platform 12. When the management platform 12 receives the request carrying the description information related to the right-maintaining intention of the order, the target interactive guiding process adapted to the right-maintaining intention of the order can be determined. In this scenario, the target boot flow may be: order right maintaining guide flow; the order right maintaining guide process includes four right maintaining guide nodes, namely, confirmation of customer appeal, guidance of customer uploading evidence, examination and verification of evidence image and judgment, wherein each right maintaining guide node corresponds to right maintaining guide information related to order right maintaining operation. The right guide information corresponding to "confirmation of a customer appeal" may include guide information such as "refund reason", "check in by person", and "contact address". Taking the right guide information corresponding to "guiding the buyer to upload the proof" as an example, the right guide information may include guide information such as "upload a product picture" and "upload an order status".
After determining the order right maintaining guide process adapted to the right maintaining intention of the order, the management platform 12 may send an object obtaining request to the human-computer interaction device 11 to request the right maintaining intention of the order to place an identifier of the order to be processed. In the scene of order right maintenance, the right maintenance is initiated aiming at the order, and the order to be processed is the object to be processed. The identification of the pending order may include, but is not limited to: order number, payment serial number, purchaser information, or shipping address, etc.
The human-computer interaction device 11 may obtain an identifier of the order to be processed with the order right maintaining intention when receiving the order obtaining request sent by the management platform 12. Optionally, the human-computer interaction device 11 may obtain an identifier of the order to be processed from locally pre-stored order information. Alternatively, the human-computer interaction device 11 may obtain the identifier of the to-be-processed order from a database in which order information is stored. Alternatively, the human-computer interaction device 11 may request the user to manually provide an identifier of the order to be processed; in such an embodiment, the management platform 12 may send the order selector to the human machine interaction device 11; after receiving the order selector, the human-computer interaction device 11 may display the order selector to the user, so that the user may select the to-be-processed order based on the order selector, and thus the human-computer interaction device 11 may obtain information such as an identifier of the to-be-processed order.
After obtaining the identifier of the to-be-processed order, the human-computer interaction device 11 may send the identifier of the to-be-processed order selected by the user to the management platform 12. The order right-maintaining guide process maintained by the management platform 12 includes four right-maintaining guide nodes, that is, four right-maintaining links, and the user and the human-computer interaction device 11 need to be guided to complete right maintenance according to the sequence of the four right-maintaining links. After receiving the identifier of the to-be-processed order, the management platform 12 determines that an order right maintaining guidance process needs to be started for the to-be-processed order, and establishes a corresponding relationship between the identifier of the to-be-processed order and the order right maintaining guidance process.
Next, the management platform 12 determines a first right guiding node in the order right guiding process, for example, right guiding information corresponding to "confirm buyer appeal" as right guiding information corresponding to the current round of interaction, and sends the right guiding information to the human-computer interaction device 11. The right-maintaining guide information may be ID (identity) information of an "information card" used for guiding the right-maintaining process, or may be jargon information used for guiding the right-maintaining process, and this embodiment is not limited. Taking the right guide information corresponding to the "buyer appeal" confirmation node as the ID of the "information card", for example, after receiving the ID of the "information card" sent by the management platform 12, the human-computer interaction device 11 may send the ID of the "information card" to the rendering platform, so as to request the rendering platform to render the information card identified by the ID of the "information card", and after obtaining the rendering data of the information card returned by the rendering platform, display the information card.
Optionally, an operable button and a prompt message for triggering the button to perform any operation may be displayed on the information card. After reading the prompt message, the user can trigger the button on the message card to execute the prompt operation of the message card. Alternatively, in response to a triggering operation of the user, the human-computer interaction device 11 may request the service server 13 to load the information page to be filled in, and display the information page to be filled in when the service server 13 returns data of the information page to be filled in. For example, in the scenario of order right maintenance, the information page to be filled out may be a form to be filled out, and the form to be filled out includes several contents to be input, for example, a voucher uploading area where the quality of goods in the order is problematic, a dialog screenshot uploading area communicated with a seller, a refund amount input area, and the like, so as to allow the user to input the contents.
In response to the input operation of the user on the information page to be filled out, the human-computer interaction device 11 may acquire the filled-out information page and send the information page to the service server 13. Optionally, when sending the filled-in information page to the service server 13, the human-computer interaction device 11 may associate the filled-in information page with the process identifier and send the associated information page to the service server 13. After receiving the filled information page sent by the human-computer interaction device 11, the service server 13 generates an interaction result of the current round of interaction according to the filled information page, and returns the interaction result to the human-computer interaction device 11.
The service server 13 may return the flow identifier of the order right guide flow corresponding to the previous round of interaction to the human-computer interaction device 11 together, so as to instruct the human-computer interaction device 11 to continue to execute the next round of human-computer interaction process. Of course, the service 13 may also return the interaction end identifier to the human-computer interaction device 11 together to instruct the human-computer interaction device 11 to end the human-computer interaction process.
If the interaction result of the previous round of interaction received by the human-computer interaction device 11 includes the process identifier, the human-computer interaction device 11 may determine that the interaction process under the target interaction intention is not finished, and may continue to execute the next round of interaction. The human-computer interaction device 11 may determine, based on the flow identifier, that the target interaction intention to which the current round of interaction belongs is a right-maintaining intention of the order.
Then, the human-computer interaction device 11 may send the process identifier and the identifier of the pending order to be placed by the right of the order to the management platform 12. After receiving the process identifier sent by the human-computer interaction device 11, the management platform 12 may determine, from the maintained interaction guidance processes with at least one interaction intention, that the process adopted by the current round of interaction is an order right guidance process, and determine that a next right guidance node needs to be entered, for example, "guide buyer to upload proof" based on the currently processed "buyer request confirmation" node, and return right guidance information corresponding to the "guide buyer upload proof" node to the human-computer interaction device 11. If the right-maintaining guidance information corresponding to the node for guiding the buyer to upload the proof is the ID of the information card, the human-computer interaction device 11 may obtain the interaction result corresponding to the node for guiding the buyer to upload the proof in the manner described above, and continue to request the management platform 12 for the right-maintaining guidance information corresponding to the next right-maintaining guidance node until the right-maintaining process is finished.
The above embodiments describe the system architecture and system functions of the human-computer interaction system provided by the present application, and the following sections will specifically describe the human-computer interaction method provided by the embodiments of the present application with reference to the accompanying drawings.
Fig. 4 is a flowchart of a method of a human-computer interaction method according to an exemplary embodiment of the present application, which can be implemented based on the human-computer interaction systems shown in fig. 1 to 3, and is mainly described from the perspective of a human-computer interaction device. As shown in fig. 4, the method includes:
step 401, determining a target interaction intention to which the current round of interaction belongs according to the human-computer interaction requirement.
Step 402, requesting the management platform for interaction guidance information corresponding to the current round of interaction according to the target interaction intention, and maintaining the interaction guidance flow under each interaction intention by the management platform.
And 403, receiving the interactive guidance information corresponding to the current round of interaction sent by the management platform.
And 404, acquiring an interaction result of the current round of interaction according to the interaction guide information corresponding to the current round of interaction.
In step 401, the human-computer interaction device may perform human-computer interaction with a user, determine an interaction intention to which the current round of interaction belongs according to human-computer interaction requirements, and mark the interaction intention to which the current round of interaction belongs as a target interaction intention for convenience of description and partitioning. According to the round of the current round of interaction, the conditions of the human-computer interaction requirements are different. If the current round of interaction is the first round of interaction under the target interaction intention, the human-computer interaction requirement can be initiated by a user through human-computer interaction equipment; if the current round of interaction is a non-first round of interaction under the target interaction intention, for example, the second round of interaction, the third round of interaction, and the like may be possible, the human-computer interaction requirement may be caused by an interaction result of the previous round of interaction, and the embodiment is not limited.
In step 402, the human-computer interaction device may communicate with the management platform, and after determining a target interaction intention to which the current round of interaction belongs, the human-computer interaction device may request, according to the target interaction intention, the management platform for interaction guidance information corresponding to the current round of interaction, so that the management platform obtains, from the maintained interaction guidance flows under the at least one interaction intention, a target interaction guidance flow adapted to the target interaction intention. The interactive guidance information refers to information for guiding the human-computer interaction process, and the information may indicate an operation that should be performed in the human-computer interaction process at the current or next moment.
In step 403, after the human-computer interaction device acquires the interaction guidance information, the user may be guided to complete the whole interaction process based on the interaction guidance information.
In this embodiment, in a human-computer interaction scene, the human-computer interaction device determines a target interaction intention to which the current round of interaction belongs according to human-computer interaction requirements, requests the management platform for interaction guide information corresponding to the current round of interaction based on the target interaction intention, and then can obtain an interaction result of the current round of interaction according to the interaction guide information corresponding to the current round of interaction sent by the management platform, so that a human-computer automatic interaction process is not required to be guided manually, human cost is saved, and human-computer interaction efficiency is improved.
In some exemplary embodiments, if the current round of interaction is the first round of interaction under the target interaction intention, the human-computer interaction requirement may be initiated by the user through the human-computer interaction device; in other exemplary embodiments, the current round of interaction is a non-first round of interaction under the target interaction intention, for example, a second round of interaction, a third round of interaction, and the like may be possible, and the human-computer interaction requirement may be caused by an interaction result of the previous round of interaction. The following section will describe the man-machine interaction method in the above two cases with reference to fig. 5 and fig. 6, respectively.
Fig. 5 is a flowchart of an initial round of an interaction method of a human-computer interaction method according to another exemplary embodiment of the present application, which can be implemented based on the human-computer interaction systems shown in fig. 1 to 3, and is mainly described from the perspective of a human-computer interaction device. As shown in fig. 5, the method includes:
step 501, displaying an interactive interface for a user to input an interactive requirement.
And 502, performing intention identification on the interaction requirement to determine a target interaction intention to which the first round of interaction belongs.
Step 503, sending description information of the target interaction intention to the management platform so that the management platform can determine a target interaction guiding process adapted to the target interaction intention; and the management platform maintains the interaction guide flow under each interaction intention.
Step 504, receiving an object obtaining request sent by the management platform, and obtaining an identifier of the object to be processed under the target interaction intention.
And 505, sending the identifier of the object to be processed under the target interaction intention to the management platform, so that the management platform establishes a corresponding relation between the identifier of the object to be processed and the target interaction guiding process.
And step 506, receiving the interactive guiding information corresponding to the first round interaction sent by the management platform.
And 507, acquiring an interaction result of the first round of interaction according to the interaction guide information corresponding to the first round of interaction.
In step 501, optionally, the human-computer interaction device may display an interaction interface for a user to input an interaction requirement; the user can input interaction requirements on the interactive interface.
According to different human-computer interaction scenes, the content of the interaction requirements input by the user is different. For example, in the right-maintaining scenario, the user may enter a word such as "order right-maintaining".
In step 502, after the human-computer interaction device obtains the interaction requirement input by the user on the interaction interface, intention recognition may be performed on the interaction requirement input by the user to determine a target interaction intention to which the first round of interaction belongs. Optionally, if the interaction requirement input by the user on the interaction interface is a text character, the human-computer interaction device may perform semantic recognition according to the text character to determine a target interaction intention to which the first-round interaction belongs. Optionally, if the interaction requirement input by the user on the interaction interface is a voice signal, voice recognition may be performed on the voice signal first, and semantic recognition is performed based on a voice recognition result to determine a target interaction intention to which the first round of interaction belongs.
In step 503, after the human-computer interaction device determines a target interaction intention to which the first round of interaction belongs, the human-computer interaction device sends description information of the target interaction intention to a management platform, so that the management platform determines a target interaction guiding process adapted to the target interaction intention.
In step 504, optionally, the object to be processed refers to an object targeted by human-computer interaction under the target interaction intention. Optionally, the human-computer interaction device may display an interaction interface to the user, prompt the user to input an identifier of the object to be processed on the interaction interface, and further may obtain the identifier of the object to be processed, which is input on the interaction interface by the user, for example, an order number, a product ID, or a name of a game item. The way for the user to input the identifier of the object to be processed on the interactive interface may be handwriting input, voice input, keyboard input, input with a stylus, etc.
In step 505, optionally, after determining the identifier of the object to be processed, the identifier of the object to be processed is sent to the management platform.
In steps 506 to 507, after receiving the interaction guidance information corresponding to the first round of interaction sent by the management platform, based on the interaction guidance information, an interaction result of the first round of interaction is obtained.
In the embodiment, the human-computer interaction equipment realizes human-computer automatic interaction under the cooperation of the management platform, saves the labor cost and improves the human-computer interaction efficiency. In addition, the man-machine interaction equipment displays the interaction interface to acquire the interaction requirement input by the user, performs intention identification based on the interaction requirement, can further accurately grasp the interaction intention of the user, and is favorable for accurately responding to the interaction requirement of the user.
In some exemplary embodiments, after step 503, the method may further include the steps of: and receiving the process identification of the target interactive guide process returned by the management platform.
In some alternative embodiments, there is a next round of interaction after the first round of interaction, such as a second round of interaction, a third round of interaction, or more rounds of interaction. In this case, the human-computer interaction device may determine an interaction intention to which the next round of interaction belongs based on the process identifier received in the previous round of interaction, and may directly request, according to the process identifier, interaction guidance information corresponding to the next round of interaction from the management platform. The following embodiment will describe in detail, with reference to fig. 6, how to request the management platform for interaction guidance information corresponding to a next round of interaction according to the flow identifier received in the previous round of interaction.
Fig. 6 is a flowchart of a non-first-round interaction method of a human-computer interaction method according to still another exemplary embodiment of the present application, which may be implemented based on the human-computer interaction systems shown in fig. 1 to 3, and is mainly described from the perspective of a human-computer interaction device. As shown in fig. 6, the method includes:
step 601, according to the process identification associated with the previous round of interaction result, determining an interaction intention corresponding to the process identification as a target interaction intention to which the current round of interaction belongs.
Step 602, sending the process identifier and the identifier of the object to be processed under the target interaction intention to the management platform, so that the management platform can obtain the interaction guidance information corresponding to the current round of interaction from the target interaction guidance process identified by the process identifier.
And 603, receiving the interactive guide information corresponding to the current round of interaction sent by the management platform.
And step 604, acquiring an interaction result of the current round of interaction according to the interaction guide information corresponding to the current round of interaction.
Different from the foregoing embodiment, in this embodiment, the human-computer interaction device may determine a target interaction intention to which the current round of interaction belongs according to a process identifier obtained in a previous round of interaction, and send the process identifier and an identifier of an object to be processed under the target interaction intention to the management platform, so as to request, from the management platform, interaction guidance information corresponding to the current round of interaction.
Wherein, the identifier of the object to be processed can be obtained in the first round of interaction process, which can be referred to the above embodiment specifically; after the identification of the object to be processed is obtained in the first round of interaction process, the identification can be stored locally for use in the subsequent interaction process.
In this embodiment, for a non-first round of interaction in a human-computer interaction scene, interaction guidance information corresponding to the current round of interaction is requested based on a process identifier associated with a previous round of interaction result, multiple rounds of interaction can be realized, and the multiple rounds of interaction belong to a target interaction guidance process adapted to the same target interaction intention, so that a complex interaction process including multiple rounds of interaction under the target interaction intention can be completed without manual guidance, and human-computer interaction is more intelligent.
In some exemplary embodiments, one way of obtaining the interaction result of the current round of interaction according to the interaction guidance information corresponding to the current round of interaction, which is described in step 404, step 507, and step 604 in the above embodiments, may include:
displaying an information page to be filled according to the interactive guide information corresponding to the current round of interaction; then, responding to the input operation of the user on the information page to be filled, acquiring the filled information page and sending the information page to a service server; and receiving the interaction result of the current round of interaction returned by the service server according to the filled information page.
In some exemplary embodiments, a method for acquiring and sending a filled-in information page to a service server in response to an input operation of a user on the information page to be filled in includes: and associating the filled information page with the process identification and then sending the information page to the service server.
In some exemplary embodiments, one way of receiving the interaction result of the current round of interaction returned by the business server according to the filled-in information page includes: and receiving the interaction result and the process identification of the current round of interaction returned by the service server, wherein the interaction result of the current round of interaction is associated with the process identification.
Fig. 7 is a flowchart of a method of a human-computer interaction method according to another exemplary embodiment of the present application, which can be implemented based on the human-computer interaction systems shown in fig. 1 to 3, and is mainly described from the perspective of a management platform. As shown in fig. 7, the method includes:
step 701, receiving a request sent by a human-computer interaction device, wherein the request carries a target interaction intention to which the human-computer interaction device belongs in the current round of interaction.
Step 702, obtaining a target interaction guiding process adapted to the target interaction intention from interaction guiding processes under at least one interaction intention, wherein each interaction guiding process comprises at least one guiding node, and each guiding node corresponds to one piece of interaction guiding information.
And 703, determining interactive guidance information corresponding to the next guidance node according to the guidance node where the target interactive guidance process is currently located.
And 704, returning the interactive guidance information corresponding to the next guidance node to the human-computer interaction device as the interactive guidance information corresponding to the current round of interaction.
In this embodiment, the management platform maintains an interaction guidance process under at least one interaction intention, and different interaction intents may correspond to different human-computer interaction scenarios. The management platform can receive a request sent by the human-computer interaction device, and acquire a target interaction guiding process adaptive to the target interaction intention from the maintained interaction guiding processes under at least one interaction intention according to the received request.
Each interactive guidance flow comprises at least one guidance node, each guidance node represents one guidance link in the interactive guidance flow, the number of the guidance nodes represents the number of the guidance links in the interactive guidance flow, the upstream and downstream relation among the guidance nodes can reflect the sequence among the guidance links in the interactive guidance flow, and each guidance node corresponds to one piece of interactive guidance information and is used for indicating how to guide the human-computer interaction process at the guidance link represented by the guidance node.
After the target interactive guidance process is determined, the management platform can determine interactive guidance information corresponding to a next guidance node according to the guidance node where the target interactive guidance process is currently located, and returns the interactive guidance information corresponding to the next guidance node to the human-computer interaction device as the interactive guidance information corresponding to the current round of interaction.
In this embodiment, in a human-computer interaction scenario, when the management platform receives a target interaction intention, a target interaction guidance flow adapted to the target interaction intention is determined from interaction guidance flows under at least one maintained interaction intention, and interaction guidance information corresponding to a next guidance node is determined based on a guidance node where the target interaction guidance flow is currently located, so that the human-computer interaction device can obtain an interaction result of the current round of interaction based on the interaction guidance information corresponding to the current round of interaction, and further, the human-computer interaction process does not need to be guided manually, thereby achieving human-computer automatic interaction, saving human cost, and improving human-computer interaction efficiency.
In some exemplary embodiments, if the current round of interaction is the first round of interaction under the target interaction intention, the request sent by the human-computer interaction device received by the management platform carries description information of the target interaction intention; in other exemplary embodiments, the current round of interaction is a non-first round of interaction under the target interaction intention, for example, the second round of interaction, the third round of interaction, and the like may be possible, and the flow identifier is carried in the request sent by the human-computer interaction device and received by the management platform. The following section will describe the man-machine interaction method in the above two cases with reference to fig. 8 and fig. 9, respectively.
Fig. 8 is a flowchart of an initial round of interaction method of a human-computer interaction method according to still another exemplary embodiment of the present application, which can be implemented based on the human-computer interaction systems shown in fig. 1 to 3, and is mainly described from the perspective of a management platform. As shown in fig. 8, the method includes:
step 801, receiving a request sent by a human-computer interaction device, wherein the request carries description information of the target interaction intention.
Step 802, selecting an interactive guidance flow under an interactive intention, where the description information matches with the description information carried in the request, as the target interactive guidance flow, where each interactive guidance flow includes at least one guidance node, and each guidance node corresponds to one piece of interactive guidance information.
Step 803, sending an object acquisition request to the human-computer interaction device to request the identification of the object to be processed under the target interaction intention.
Step 804, receiving the identifier of the processing object sent by the human-computer interaction device, and establishing a corresponding relation between the identifier of the object to be processed and the target interaction guiding process.
Step 805, determining the interactive guidance information corresponding to the next guidance node according to the guidance node where the target interactive guidance process is currently located.
And 806, returning the interactive guidance information corresponding to the next guidance node to the human-computer interaction equipment as the interactive guidance information corresponding to the current round of interaction.
In this embodiment, optionally, the manner in which the management platform maintains the interaction guidance flow under the at least one interaction intention may be: and maintaining the description information of each interaction intention and the mapping relation of the interaction guiding process under each interaction intention. For example, the interaction guidance flow under the interaction intention with the description information M comprises PM(ii) a The interactive guide flow under the interactive intention with the description information of N comprises PN。
When the management platform receives a request carrying description information of a target interaction intention, an interaction guiding process under the interaction intention, the description information of which is matched with the description information carried in the request sent by the man-machine interaction equipment, can be selected as a target interaction guiding process adaptive to the target interaction intention.
Optionally, in this embodiment, the correspondence between the identifier of the object to be processed and the target interaction guiding process, which is established by the management platform, may be used to determine, when the interaction requirement associated with the target guiding process is received next time, the object to be processed corresponding to the next interaction requirement according to the correspondence between the identifier of the object to be processed and the target interaction guiding process.
In some exemplary embodiments, after step 802, the method may further include the steps of: and sending the process identification of the target interaction guide process to the human-computer interaction equipment so that the human-computer interaction equipment can request the interaction guide information corresponding to the next round of interaction based on the process identification.
In some exemplary embodiments, there is a next round of interaction after the first round of interaction, e.g., a second round of interaction, a third round of interaction, or more rounds of interaction. In this case, the human-computer interaction device may determine an interaction intention to which the next round of interaction belongs based on the process identifier sent by the management platform, and may directly request interaction guidance information corresponding to the next round of interaction from the management platform according to the process identifier. The following embodiment will describe in detail, with reference to fig. 9, an implementation of how the management platform requests interaction guidance information corresponding to a next round of interaction according to the received flow identifier.
Fig. 9 is a flowchart of a non-first-round interaction method of a human-computer interaction method according to another exemplary embodiment of the present application, which can be implemented based on the human-computer interaction systems shown in fig. 1 to 3, and is mainly described from the perspective of a management platform. As shown in fig. 9, the method includes:
step 901, receiving a request sent by a human-computer interaction device, wherein the request carries a process identifier.
Step 902, obtaining an interactive guiding flow identified by a flow identification as a target interactive guiding flow from the interactive guiding flows under at least one interactive intention, wherein each interactive guiding flow comprises at least one guiding node, and each guiding node corresponds to one piece of interactive guiding information.
Step 903, determining the interactive guidance information corresponding to the next guidance node according to the guidance node where the target interactive guidance process is currently located.
And 904, returning the interactive guide information corresponding to the next guide node to the human-computer interaction equipment as the interactive guide information corresponding to the current round of interaction.
Different from the foregoing embodiment, in this embodiment, the request received by the flow platform carries the flow identifier, and the management platform may obtain, from the maintained interactive guidance flows under the at least one interaction intention, the interactive guidance flow identified by the flow identifier as the target interactive guidance flow. Furthermore, based on the process identification, multiple rounds of interaction can be achieved, the multiple rounds of interaction belong to the target interaction guide process adaptive to the same target interaction intention, and under the condition of no manual guide, the complex interaction process including the multiple rounds of interaction under the target interaction intention can be completed, so that the human-computer interaction is more intelligent.
It should be noted that in some of the flows described in the above embodiments and the drawings, a plurality of operations are included in a specific order, but it should be clearly understood that the operations may be executed out of the order presented herein or in parallel, and the sequence numbers of the operations, such as 901, 902, etc., are merely used for distinguishing different operations, and the sequence numbers themselves do not represent any execution order. Additionally, the flows may include more or fewer operations, and the operations may be performed sequentially or in parallel. It should be noted that, the descriptions of "first", "second", etc. in this document are used for distinguishing different messages, devices, modules, etc., and do not represent a sequential order, nor limit the types of "first" and "second" to be different.
The above describes an alternative embodiment in which the human-computer interaction method is applied to the human-computer interaction device side, as shown in fig. 10, in practice, the human-computer interaction device 11 may include: memory 110, processor 111, and communications component 112, electronic display 113, audio component 114, and power component 115.
The memory 110 may be configured to store other various data to support operations on the human interaction device 11. Examples of such data include instructions for any application or method operating on the human interaction device 11, contact data, phonebook data, messages, pictures, videos, etc. The memory may be implemented by any type or combination of volatile or non-volatile memory devices, such as Static Random Access Memory (SRAM), electrically erasable programmable read-only memory (EEPROM), erasable programmable read-only memory (EPROM), programmable read-only memory (PROM), read-only memory (ROM), magnetic memory, flash memory, magnetic or optical disks.
In the present embodiment, memory 110 is used to store one or more computer instructions.
A processor 111, coupled to the memory 110, for executing one or more computer instructions in the memory 110 to: determining a target interaction intention to which the current round of interaction belongs according to the human-computer interaction requirement; requesting interaction guide information corresponding to the current round of interaction from a management platform according to the target interaction intention, wherein the management platform maintains interaction guide processes under each interaction intention; receiving interaction guide information corresponding to the current round of interaction sent by the management platform through a communication component 112; and acquiring an interaction result of the current round of interaction according to the interaction guide information corresponding to the current round of interaction.
In an optional embodiment, when determining the target interaction intention to which the current round of interaction belongs according to the human-computer interaction requirement, the processor 110 is specifically configured to: displaying an interactive interface for a user to input an interactive requirement; performing intention identification on the interaction demand to determine a target interaction intention to which the current round of interaction belongs; or receiving voice information provided by a user, wherein the voice information carries the interaction requirement of the user; and performing intention recognition on the voice information to determine a target interaction intention to which the current round of interaction belongs.
In an optional embodiment, when the processor 110 requests the management platform for the interaction guidance information corresponding to the current round of interaction according to the target interaction intention, the processor is specifically configured to: and sending the description information of the target interaction intention to the management platform so as to enable the management platform to determine a target interaction guiding process adapted to the target interaction intention.
In an optional embodiment, before receiving, by the communication component 112, interaction guidance information corresponding to the current round of interaction sent by the management platform, the processor 110 is further configured to: receiving an object acquisition request sent by the management platform through a communication component 112, and acquiring an identifier of an object to be processed under the target interaction intention; and sending the identifier of the object to be processed under the target interaction intention to a management platform through a communication component 112, so that the management platform establishes a corresponding relation between the identifier of the object to be processed and the target interaction guiding process.
In an alternative embodiment, the processor 110 is further configured to: the process identification of the target interactive guidance process returned by the management platform is received through the communication component 112.
In an optional embodiment, when determining the target interaction intention to which the current round of interaction belongs according to the human-computer interaction requirement, the processor 110 is specifically configured to: and determining an interaction intention corresponding to the process identification as a target interaction intention to which the current round of interaction belongs according to the process identification associated with the previous round of interaction result.
In an optional embodiment, when the processor 110 requests the management platform for the interaction guidance information corresponding to the current round of interaction according to the target interaction intention, the processor is specifically configured to: and sending the process identifier and the identifier of the object to be processed under the target interaction intention to the management platform through a communication component 112, so that the management platform can obtain the interaction guidance information corresponding to the current round of interaction from the target interaction guidance process identified by the process identifier.
In an alternative embodiment, the processor 110, after obtaining the interaction result of the current round of interaction, is further configured to: and when determining that the next round of interaction exists according to the interaction result of the current round of interaction, requesting interaction guide information corresponding to the next round of interaction from the management platform according to the process identification and the identification of the object to be processed under the target interaction intention.
In an optional embodiment, when the processor 110 obtains the interaction result of the current round of interaction according to the interaction guidance information corresponding to the current round of interaction, the processor is specifically configured to: displaying an information page to be filled according to the interactive guide information corresponding to the current round of interaction; responding to the input operation of the user on the information page to be filled, acquiring the filled information page and sending the information page to a service server; and receiving the interaction result of the current round of interaction returned by the service server according to the filled information page.
In an optional embodiment, when the processor 110 responds to an input operation of the user on the information page to be filled, acquires the filled information page, and sends the information page to the service server, the processor is specifically configured to: the filled information page is associated with the process identifier through a communication component 112 and then is sent to the service server; when receiving the interaction result of the current round of interaction returned by the service server according to the filled information page, the method is specifically configured to: and receiving the interaction result of the current round of interaction returned by the business server and the process identification through a communication component 112, wherein the interaction result of the current round of interaction is associated with the process identification.
In an optional embodiment, the target interaction intention to which the current round of interaction belongs includes: a right-to-order intent.
In an alternative embodiment, the electronic display 113 is used to display the information page to be filled out and the interaction result. The electronic display screen 113 includes a Liquid Crystal Display (LCD) and a Touch Panel (TP), among others. If the electronic display 113 comprises a touch panel, the electronic display 113 may be implemented as a touch screen to receive input signals from a user. The touch panel includes one or more touch sensors to sense touch, slide, and gestures on the touch panel. The touch sensor may not only sense the boundary of a touch or slide action, but also detect the duration and pressure associated with the touch or slide operation.
In an alternative embodiment, the audio component 114 is stored as an output and/or input audio signal. For example, audio component 114 includes a Microphone (MIC) configured to receive external audio signals when the device in which audio component 114 is located is in an operational mode, such as a call mode, a recording mode, and a voice recognition mode. The received audio signals may further be stored in the memory 110 or transmitted via the communication component 112. For example, when determining the target interaction intention to which the current round of interaction belongs according to the human-computer interaction requirement, the processor 111 may receive a voice signal input by the user through a microphone of the audio component 114, and perform voice recognition and semantic recognition on the voice signal to determine the target interaction intention. In some embodiments, audio component 114 also includes a speaker for outputting audio signals.
In an alternative embodiment, the power supply component 115 is used to provide power to the various components of the human interaction device 11. The power components may include a power management system, one or more power sources, and other components associated with generating, managing, and distributing power for the human interaction device 11.
In this embodiment, in a human-computer interaction scenario, the human-computer interaction device 11 determines a target interaction intention to which the current round of interaction belongs according to a human-computer interaction requirement, requests the management platform for interaction guidance information corresponding to the current round of interaction based on the target interaction intention, and then may obtain an interaction result of the current round of interaction according to the interaction guidance information corresponding to the current round of interaction sent by the management platform, without a human-computer guidance interaction process, thereby implementing human-computer automatic interaction, saving human cost, and improving human-computer interaction efficiency.
Accordingly, the present application further provides a computer-readable storage medium storing a computer program, where the computer program can implement the steps in the method embodiments that can be executed by the human-computer interaction device in the above method embodiments when executed.
The above describes an alternative embodiment in which the man-machine interaction method is applied to the management platform side, as shown in fig. 11, in practice, the management platform 12 may include: memory 120, processor 121, communication component 122, and power component 123.
The memory 120 may be configured to store other various data to support operations on the management platform 12. Examples of such data include instructions for any application or method operating on management platform 12, contact data, phonebook data, messages, pictures, videos, and so forth. The memory may be implemented by any type or combination of volatile or non-volatile memory devices, such as Static Random Access Memory (SRAM), electrically erasable programmable read-only memory (EEPROM), erasable programmable read-only memory (EPROM), programmable read-only memory (PROM), read-only memory (ROM), magnetic memory, flash memory, magnetic or optical disks.
In the present embodiment, memory 110 is used to store one or more computer instructions.
A processor 121, coupled to the memory 120, for executing one or more computer instructions in the memory 120 for: receiving a request sent by the human-computer interaction device through the communication component 122, wherein the request carries a target interaction intention to which the human-computer interaction device belongs in the current round of interaction; obtaining a target interaction guiding process adaptive to the target interaction intention from interaction guiding processes under at least one interaction intention, wherein each interaction guiding process comprises at least one guiding node, and each guiding node corresponds to one piece of interaction guiding information; determining interactive guidance information corresponding to the next guidance node according to the guidance node where the target interactive guidance process is currently located; and returning the interaction guide information corresponding to the next guide node as the interaction guide information corresponding to the current round of interaction to the human-computer interaction device through the communication component 122.
In an optional embodiment, the request carries a flow identifier; when the processor 120 obtains a target interaction guiding procedure adapted to the target interaction intention from the interaction guiding procedures under at least one interaction intention, the processor is specifically configured to: and acquiring the interactive guide flow identified by the flow identification from the interactive guide flows under the at least one interactive intention as the target interactive guide flow.
In an optional implementation manner, the request carries description information of the target interaction intention; when the processor 120 obtains a target interaction guiding procedure adapted to the target interaction intention from the interaction guiding procedures under at least one interaction intention, the processor is specifically configured to: selecting an interactive guidance process under the interactive intention of which the description information is matched with the description information carried in the request as the target interactive guidance process; after obtaining the target interaction guiding process adapted to the target interaction intention from the interaction guiding processes under at least one interaction intention, the processor 120 is further configured to: and sending the process identification of the target interaction guide process to the human-computer interaction equipment so that the human-computer interaction equipment can request the interaction guide information corresponding to the next round of interaction based on the process identification.
In an optional embodiment, before determining, according to the guidance node where the target interactive guidance process is currently located, the processor 120 is further configured to: sending an object acquisition request to the human-computer interaction device through the communication component 122 to request the identification of the object to be processed under the target interaction intention; receiving the identification of the processing object sent by the human-computer interaction device through the communication component 122; and establishing a corresponding relation between the identification of the object to be processed and the target interactive guide process.
In an alternative embodiment, the power supply component 123 is used to provide power to the various components of the management platform 12. The power components may include a power management system, one or more power supplies, and other components associated with generating, managing, and distributing power for the management platform 12.
In this embodiment, in a human-computer interaction scenario, the management platform 12 may determine interaction guidance information corresponding to the current round of interaction according to a request of the human-computer interaction device 11, and send the interaction guidance information to the human-computer interaction device, so that the human-computer interaction device obtains an interaction result of the current round of interaction according to the interaction guidance information corresponding to the current round of interaction, and does not need to manually guide an interaction process, thereby achieving human-computer automatic interaction, saving human cost, and improving human-computer interaction efficiency.
Accordingly, the present application further provides a computer readable storage medium storing a computer program, and the computer program can implement the steps of the method embodiments in the above method embodiments, which can be executed by the human management platform 12.
As will be appreciated by one skilled in the art, embodiments of the present invention may be provided as a method, system, or computer program product. Accordingly, the present invention may take the form of an entirely hardware embodiment, an entirely software embodiment or an embodiment combining software and hardware aspects. Furthermore, the present invention may take the form of a computer program product embodied on one or more computer-usable storage media (including, but not limited to, disk storage, CD-ROM, optical storage, and the like) having computer-usable program code embodied therein.
The present invention is described with reference to flowchart illustrations and/or block diagrams of methods, apparatus (systems), and computer program products according to embodiments of the invention. It will be understood that each flow and/or block of the flow diagrams and/or block diagrams, and combinations of flows and/or blocks in the flow diagrams and/or block diagrams, can be implemented by computer program instructions. These computer program instructions may be provided to a processor of a general purpose computer, special purpose computer, embedded processor, or other programmable data processing apparatus to produce a machine, such that the instructions, which execute via the processor of the computer or other programmable data processing apparatus, create means for implementing the functions specified in the flowchart flow or flows and/or block diagram block or blocks.
These computer program instructions may also be stored in a computer-readable memory that can direct a computer or other programmable data processing apparatus to function in a particular manner, such that the instructions stored in the computer-readable memory produce an article of manufacture including instruction means which implement the function specified in the flowchart flow or flows and/or block diagram block or blocks.
These computer program instructions may also be loaded onto a computer or other programmable data processing apparatus to cause a series of operational steps to be performed on the computer or other programmable apparatus to produce a computer implemented process such that the instructions which execute on the computer or other programmable apparatus provide steps for implementing the functions specified in the flowchart flow or flows and/or block diagram block or blocks.
In a typical configuration, a computing device includes one or more processors (CPUs), input/output interfaces, network interfaces, and memory.
The memory may include forms of volatile memory in a computer readable medium, Random Access Memory (RAM) and/or non-volatile memory, such as Read Only Memory (ROM) or flash memory (flash RAM). Memory is an example of a computer-readable medium.
Computer-readable media, including both non-transitory and non-transitory, removable and non-removable media, may implement information storage by any method or technology. The information may be computer readable instructions, data structures, modules of a program, or other data. Examples of computer storage media include, but are not limited to, phase change memory (PRAM), Static Random Access Memory (SRAM), Dynamic Random Access Memory (DRAM), other types of Random Access Memory (RAM), Read Only Memory (ROM), Electrically Erasable Programmable Read Only Memory (EEPROM), flash memory or other memory technology, compact disc read only memory (CD-ROM), Digital Versatile Discs (DVD) or other optical storage, magnetic cassettes, magnetic tape magnetic disk storage or other magnetic storage devices, or any other non-transmission medium that can be used to store information that can be accessed by a computing device. As defined herein, a computer readable medium does not include a transitory computer readable medium such as a modulated data signal and a carrier wave.
It should also be noted that the terms "comprises," "comprising," or any other variation thereof, are intended to cover a non-exclusive inclusion, such that a process, method, article, or apparatus that comprises a list of elements does not include only those elements but may include other elements not expressly listed or inherent to such process, method, article, or apparatus. Without further limitation, an element defined by the phrase "comprising an … …" does not exclude the presence of other like elements in a process, method, article, or apparatus that comprises the element.
The above description is only an example of the present application and is not intended to limit the present application. Various modifications and changes may occur to those skilled in the art. Any modification, equivalent replacement, improvement, etc. made within the spirit and principle of the present application should be included in the scope of the claims of the present application.

Claims (21)

1. A human-computer interaction method is suitable for human-computer interaction equipment and is characterized by comprising the following steps:
determining a target interaction intention to which the current round of interaction belongs according to the human-computer interaction requirement;
requesting interaction guide information corresponding to the current round of interaction from a management platform according to the target interaction intention, wherein the management platform maintains interaction guide processes under each interaction intention;
receiving interaction guide information corresponding to the current round of interaction sent by the management platform;
and acquiring an interaction result of the current round of interaction according to the interaction guide information corresponding to the current round of interaction.
2. The method of claim 1, wherein determining the target interaction intention to which the current round of interaction belongs according to the human-computer interaction requirement comprises:
displaying an interactive interface for a user to input an interactive requirement; performing intention identification on the interaction demand to determine a target interaction intention to which the current round of interaction belongs; or
Receiving voice information provided by a user, wherein the voice information carries the interaction requirement of the user; and performing intention recognition on the voice information to determine a target interaction intention to which the current round of interaction belongs.
3. The method of claim 2, wherein requesting interaction guidance information corresponding to the current round of interaction from a management platform according to the target interaction intention comprises:
and sending the description information of the target interaction intention to the management platform so as to enable the management platform to determine a target interaction guiding process adapted to the target interaction intention.
4. The method of claim 3, wherein before receiving the interaction guidance information corresponding to the current round of interaction sent by the management platform, the method further comprises:
receiving an object acquisition request sent by the management platform, and acquiring an identifier of an object to be processed under the target interaction intention;
and sending the identifier of the object to be processed under the target interaction intention to a management platform so that the management platform establishes the corresponding relation between the identifier of the object to be processed and the target interaction guiding process.
5. The method of claim 3, further comprising:
and receiving the process identification of the target interactive guide process returned by the management platform.
6. The method of claim 1, wherein determining the target interaction intention to which the current round of interaction belongs according to the human-computer interaction requirement comprises:
and determining an interaction intention corresponding to the process identification as a target interaction intention to which the current round of interaction belongs according to the process identification associated with the previous round of interaction result.
7. The method of claim 6, wherein requesting interaction guidance information corresponding to the current round of interaction from a management platform according to the target interaction intention comprises:
and sending the process identification and the identification of the object to be processed under the target interaction intention to the management platform so that the management platform can obtain the interaction guide information corresponding to the current round of interaction from the target interaction guide process identified by the process identification.
8. The method according to any one of claims 5-7, further comprising, after obtaining the interaction result of the current round of interaction:
and when determining that the next round of interaction exists according to the interaction result of the current round of interaction, requesting interaction guide information corresponding to the next round of interaction from the management platform according to the process identification and the identification of the object to be processed under the target interaction intention.
9. The method according to any one of claims 5 to 7, wherein obtaining the interaction result of the current round of interaction according to the interaction guidance information corresponding to the current round of interaction comprises:
displaying an information page to be filled according to the interactive guide information corresponding to the current round of interaction;
responding to the input operation of the user on the information page to be filled, acquiring the filled information page and sending the information page to a service server; and
and receiving the interaction result of the current round of interaction returned by the service server according to the filled information page.
10. The method as claimed in claim 9, wherein the step of acquiring the filled-in information page and sending the information page to a service server in response to the user's input operation on the information page to be filled in comprises:
associating the filled information page with the process identification and then sending the information page to the service server;
the receiving of the interaction result of the current round of interaction returned by the service server according to the filled information page includes:
and receiving the interaction result of the current round of interaction and the process identification returned by the service server, wherein the interaction result of the current round of interaction is associated with the process identification.
11. The method according to any one of claims 1-7, wherein the target interaction intent to which the current round of interaction belongs comprises: a right-to-order intent.
12. An interaction method applicable to a management platform is characterized by comprising the following steps:
receiving a request sent by a human-computer interaction device, wherein the request carries a target interaction intention to which the human-computer interaction device belongs in the current round of interaction;
obtaining a target interaction guiding process adaptive to the target interaction intention from interaction guiding processes under at least one interaction intention, wherein each interaction guiding process comprises at least one guiding node, and each guiding node corresponds to one piece of interaction guiding information;
determining interactive guidance information corresponding to the next guidance node according to the guidance node where the target interactive guidance process is currently located;
and returning the interactive guidance information corresponding to the next guidance node to the human-computer interaction equipment as the interactive guidance information corresponding to the current round of interaction.
13. The method of claim 12, wherein the request carries a flow identifier;
obtaining a target interaction guiding process adaptive to the target interaction intention from interaction guiding processes under at least one interaction intention, wherein the target interaction guiding process comprises the following steps:
and acquiring the interactive guide flow identified by the flow identification from the interactive guide flows under the at least one interactive intention as the target interactive guide flow.
14. The method of claim 12, wherein the request carries description information of the target interaction intention;
obtaining a target interaction guiding process adaptive to the target interaction intention from interaction guiding processes under at least one interaction intention, wherein the target interaction guiding process comprises the following steps:
selecting an interactive guidance process under the interactive intention of which the description information is matched with the description information carried in the request as the target interactive guidance process; after the target interaction guiding process adapted to the target interaction intention is obtained from the interaction guiding processes under at least one interaction intention, the method further comprises the following steps:
and sending the process identification of the target interaction guide process to the human-computer interaction equipment so that the human-computer interaction equipment can request the interaction guide information corresponding to the next round of interaction based on the process identification.
15. The method according to claim 14, wherein before determining the guidance information corresponding to the next guidance node according to the guidance node where the target interactive guidance process is currently located, the method further comprises:
sending an object acquisition request to the man-machine interaction equipment to request the identification of the object to be processed under the target interaction intention;
receiving the identification of the processing object sent by the human-computer interaction equipment;
and establishing a corresponding relation between the identification of the object to be processed and the target interactive guide process.
16. A human-computer interaction device, comprising: a memory, a processor, and a communication component;
the memory to store one or more computer instructions;
the processor to execute one or more computer instructions to:
determining a target interaction intention to which the current round of interaction belongs according to the human-computer interaction requirement;
requesting interaction guide information corresponding to the current round of interaction from a management platform according to the target interaction intention, wherein the management platform maintains interaction guide processes under each interaction intention;
receiving interaction guide information corresponding to the current round of interaction sent by the management platform through the communication assembly;
and acquiring an interaction result of the current round of interaction according to the interaction guide information corresponding to the current round of interaction.
17. A computer-readable storage medium storing a computer program, wherein the computer program is capable of implementing the steps of the method of claims 1-11 when executed.
18. A management platform, comprising: a memory, a processor, and a communication component;
the memory to store one or more computer instructions;
the processor to execute one or more computer instructions to:
receiving a request sent by the human-computer interaction equipment through the communication component, wherein the request carries a target interaction intention to which the human-computer interaction equipment belongs in the current round of interaction;
obtaining a target interaction guiding process adaptive to the target interaction intention from interaction guiding processes under at least one interaction intention, wherein each interaction guiding process comprises at least one guiding node, and each guiding node corresponds to one piece of interaction guiding information;
determining interactive guidance information corresponding to the next guidance node according to the guidance node where the target interactive guidance process is currently located;
and returning the interactive guide information corresponding to the next guide node to the human-computer interaction equipment as the interactive guide information corresponding to the current round of interaction through the communication assembly.
19. A computer-readable storage medium storing a computer program, wherein the computer program is capable of performing the steps of the method of claims 12-15 when executed.
20. A human-computer interaction system, comprising: a human-computer interaction device and a management platform;
the human-computer interaction equipment is used for determining a target interaction intention to which the current round of interaction belongs according to human-computer interaction requirements; requesting the management platform for interaction guide information corresponding to the current round of interaction according to the target interaction intention, and receiving the interaction guide information corresponding to the current round of interaction sent by the management platform; acquiring an interaction result of the current round of interaction according to the interaction guide information corresponding to the current round of interaction;
the management platform is used for acquiring a target interaction guiding process adaptive to the target interaction intention from the maintained interaction guiding process under at least one interaction intention according to the request of the human-computer interaction equipment, and determining interaction guiding information corresponding to a next guiding node according to the guiding node where the target interaction guiding process is currently located; returning the interactive guidance information corresponding to the next guidance node to the human-computer interaction equipment as the interactive guidance information corresponding to the current round of interaction; each interactive guidance flow comprises at least one guidance node, and each guidance node corresponds to one piece of interactive guidance information.
21. The system of claim 20, further comprising: a service server;
when the human-computer interaction device obtains the interaction result of the current round of interaction, the human-computer interaction device is specifically configured to: displaying an information page to be filled according to the interactive guide information corresponding to the current round of interaction; responding to the input operation of the user on the information page to be filled, acquiring the filled information page and sending the information page to the service server; receiving the interaction result of the current round of interaction returned by the service server according to the filled information page;
and the service server is used for receiving the filled information page sent by the human-computer interaction equipment, generating an interaction result of the current round of interaction according to the filled information page and returning the interaction result to the human-computer interaction equipment.
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