CN110941631B - Information processing method and electronic equipment - Google Patents
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Abstract
The application discloses an information processing method and electronic equipment, wherein the method comprises the following steps: responding to user input information, and acquiring first information of a user, wherein the first information comprises address information of the user; searching for second information associated with the first information of the user; and analyzing the received user input information based on the second information to obtain a first analysis result. According to the information processing method, under the condition that the input information of the user is received, the first information comprising the address information of the user is obtained, and the second information related to the first information of the user is used for assisting in analyzing the received input information of the user, so that the understanding capability of the input information of the user can be improved, clients can be accurately served, and the user experience is improved.
Description
Technical Field
The present disclosure relates to the field of information processing technologies, and in particular, to an information processing method and an electronic device.
Background
The intelligent customer service system is an industry-oriented application developed on the basis of large-scale knowledge processing, is applicable to the technical industries of large-scale knowledge processing, natural language understanding, knowledge management, automatic question-answering system, reasoning and the like, provides fine-grained knowledge management technology for enterprises, and establishes a quick and effective technical means based on natural language for communication between the enterprises and massive users; and meanwhile, statistical analysis information required by fine management can be provided for enterprises. However, the existing intelligent customer service system has the problem of inaccurate identification of the user intention, and seriously affects the user experience.
Content of the application
In view of the foregoing problems in the prior art, the present application provides an information processing method and an electronic device.
In order to solve the technical problems, the embodiment of the application adopts the following technical scheme:
an information processing method, comprising:
responding to user input information, and acquiring first information of a user, wherein the first information comprises address information of the user;
searching for second information associated with the first information of the user;
and analyzing the received user input information based on the second information to obtain a first analysis result.
In some embodiments, the method further comprises:
and feeding back the first analysis result to the user.
In some embodiments, the first analysis result includes at least one analysis data, and the feeding back the first analysis result to the user includes:
transmitting at least one operable option to a user, wherein the operable option comprises brief information of the parsed data;
and responding to the selection operation of the user on the operable options, and transmitting the detailed information of the analysis data to the user.
In some embodiments, the obtaining, in response to the user entering information, first information of the user includes:
responding to user input information, and acquiring first information provided by a user; or alternatively
Responding to user input information input by a user through first electronic equipment, and acquiring first information of the user through second electronic equipment; or alternatively
Responding to the input information of the user, and acquiring the first information of the user based on a preset condition.
In some embodiments, further comprising:
and acquiring keywords of the user input information, wherein the second information is also associated with the keywords.
In some embodiments, the parsing the received user input information based on the second information to obtain a first parsing result includes:
and analyzing the received user input information based on the user input information and the second information through an understanding model to obtain the first analysis result, wherein the understanding model is formed by training an established model framework.
In some embodiments, further comprising:
processing user input information and the second information into input data matched with an understanding model, and obtaining the first analysis result through the understanding model; wherein:
the understanding model is formed by training an established model framework.
An electronic device, comprising:
the first acquisition module is used for responding to user input information and acquiring first information of a user, wherein the first information comprises address information of the user;
a search module for searching for second information associated with the first information of the user;
and the analysis module is used for analyzing the received user input information based on the second information to obtain a first analysis result.
In some embodiments, further comprising:
and the feedback module is used for feeding the first analysis result back to the user.
In some embodiments, the first parsing result includes at least one parsing data, and the feedback module is specifically configured to:
transmitting at least one operable option to a user, wherein the operable option comprises brief information of the parsed data;
and responding to the selection operation of the user on the operable options, and transmitting the detailed information of the analysis data to the user.
The beneficial effects of this application embodiment lie in:
according to the information processing method, under the condition that the input information of the user is received, the first information comprising the address information of the user is obtained, and the second information related to the first information of the user is used for assisting in analyzing the received input information of the user, so that the understanding capability of the input information of the user can be improved, clients can be accurately served, and the user experience is improved.
Drawings
FIG. 1 is a flowchart of a first embodiment of an information processing method according to an embodiment of the present application;
FIG. 2 is a flowchart of a second embodiment of an information processing method according to an embodiment of the present application;
FIG. 3 is a flow chart of one implementation of step S400 in the information processing method of the example of the present application;
fig. 4 is a block diagram of an electronic device according to an embodiment of the present application.
Reference numerals illustrate:
10-a first acquisition module; a 20-search module; 30-a parsing module.
Detailed Description
Various aspects and features of the present application are described herein with reference to the accompanying drawings.
It should be understood that various modifications may be made to the embodiments of the application herein. Therefore, the above description should not be taken as limiting, but merely as exemplification of the embodiments. Other modifications within the scope and spirit of this application will occur to those skilled in the art.
The accompanying drawings, which are incorporated in and constitute a part of this specification, illustrate embodiments of the application and, together with a general description of the application given above and the detailed description of the embodiments given below, serve to explain the principles of the application.
These and other characteristics of the present application will become apparent from the following description of a preferred form of embodiment, given as a non-limiting example, with reference to the accompanying drawings.
It is also to be understood that, although the present application has been described with reference to some specific examples, a person skilled in the art will certainly be able to achieve many other equivalent forms of the present application, having the characteristics as set forth in the claims and hence all coming within the field of protection defined thereby.
The foregoing and other aspects, features, and advantages of the present application will become more apparent in light of the following detailed description when taken in conjunction with the accompanying drawings.
Specific embodiments of the present application will be described hereinafter with reference to the accompanying drawings; however, it is to be understood that the disclosed embodiments are merely exemplary of the application, which can be embodied in various forms. Well-known and/or repeated functions and constructions are not described in detail to avoid obscuring the application with unnecessary or excessive detail. Therefore, specific structural and functional details disclosed herein are not intended to be limiting, but merely serve as a basis for the claims and as a representative basis for teaching one skilled in the art to variously employ the present application in virtually any appropriately detailed structure.
The specification may use the word "in one embodiment," "in another embodiment," "in yet another embodiment," or "in other embodiments," which may each refer to one or more of the same or different embodiments as per the application.
The embodiment of the application provides an information processing method, which comprises the following steps:
responding to user input information, and acquiring first information of a user, wherein the first information comprises address information of the user;
searching for second information associated with the first information of the user;
and analyzing the received user input information based on the second information to obtain a first analysis result.
According to the information processing method, under the condition that the input information of the user is received, the first information comprising the address information of the user is obtained, and the second information related to the first information of the user is used for assisting in analyzing the received input information of the user, so that the understanding capability of the input information of the user can be improved, clients can be accurately served, and the user experience is improved.
The following describes in detail the technical scheme of the information processing method according to the embodiment of the present application with reference to the accompanying drawings.
Fig. 1 is a flowchart of an information processing method according to an embodiment of the present application, and referring to fig. 1, the information processing method according to an embodiment of the present application specifically includes the following steps:
s100, responding to user input information, and acquiring first information of a user, wherein the first information comprises address information of the user.
The user input information may be consultation information, request information, instruction information or search information, etc. input by the user, and the user input information may be dialogue information input by the user, for example, by using the intelligent customer service system. Because the user input information has territory and irregularity, the user intention of the user input information needs to be accurately understood before the user or the corresponding user is fed back, so that the user's requirements, such as counseling content, request content, instruction content or search content, can be accurately understood, and the user can be relatively accurately serviced.
The first information includes address information of the user, where the address information may be address information related to information input by the user, or may be address information used to indicate a current location of the user, or may also be address information indicating a contact address of the user, or may also be address information indicating an active range within a last preset time period of the user. Of course, the first information is not limited to address information, and may include other information related to the user or input information of the user.
After the user input information is obtained, in response to the user input information, there are various ways to obtain the first information of the user, and several exemplary ways are described below:
in one case, the acquiring the first information of the user in response to the user input information may include: and responding to the user input information, and acquiring first information provided by the user. The first information provided by the user may be first information contained in the user input information, for example, the user consults "why the electronic device is weak in the a region 4G signal", and "a region" may be extracted from the user input information as the first information.
The first information provided by the user may also be first information provided by the user for feeding back an information acquisition request sent thereto. If the user inputs information, an information acquisition request is sent to the user, and the user feeds back the first information based on the information acquisition request. For example, when the user consults "XXX electronic device 4G signal is weak", after acquiring the user input information, an information acquisition request such as "please input your address information ________" may be sent to the user, and the user may input and send the first information by selecting or manually.
In another case, the obtaining the first information of the user in response to the user input information may include: and responding to the user input information input by the user through the first electronic equipment, and acquiring the first information of the user through the second electronic equipment.
The first electronic device is a device for inputting information input by a user, such as a notebook computer, a smart phone or a tablet computer used by the user. The second electronic device may be, for example, a gateway device, when the first electronic device for inputting the first input information is in a local area network, in response to the user input information input by the user through the first electronic device, an address information obtaining request may be sent to the gateway device of the local area network, address information of the gateway device is obtained, and the address information is used as the first information of the user. The second electronic device may also be, for example, a mobile communication base station, such as a cellular station of a cell, and when the first electronic device is in a mobile network, the location information of the cellular station may be acquired based on the identification information of the cellular station and taken as the first information. The second electronic device may also be a removable electronic device or other electronic device with positioning functionality.
In yet another case, the obtaining, in response to the user input information, the first information of the user includes: responding to the input information of the user, and acquiring the first information of the user based on a preset condition.
The preset condition may be a condition for acquiring the first information of the user. For example, in response to user input information, the history first information of the latest specific times is acquired from the user history information, and when the history first information of the latest specific times is consistent, the history first information is taken as the first information of the user. Also, for example, in response to user input information, first information of the user acquired in a latest specific time range is acquired from user history information, and the first information acquired in the latest specific time range is taken as first information of the user.
Of course, the manner of acquiring the first information of the user as described above may be various, and is not limited to the above-described cases, for example, the user identification is acquired in response to the user input information, the user profile is acquired based on the user identification, and the first information including the address information of the user is acquired from the user profile. For example, in response to user input information input by a user through the first electronic device, an information acquisition request is sent to the first electronic device, so that the first electronic device responds to the information acquisition request and starts a positioning device to acquire current geographic position information of the first electronic device, and the current geographic position information fed back by the first electronic device is acquired as the first information.
And S200, searching second information associated with the first information of the user.
The second information may be, for example, weather information, hotspot information, user intent distribution information, or other information associated with the first information of the user. There are various searching manners of the second information, for example, the searching for the second information associated with the first information of the user may include: and searching data identification information matched with the first information in a preset form of a database, searching related data from the database based on the data identification information, and sequencing the searched related data based on a preset parameter to obtain at least one piece of related data with the front sequencing as second information. For example, when retrieving user intention distribution information from a database, at least one piece of data identification information may be matched from a preset form of the database based on the address information, pieces of user intention distribution information may be retrieved from the database based on the data identification information, and then the retrieved user intention distribution information may be sorted based on time or heat, and pieces of user intention distribution information sorted first may be acquired as second information.
The searching for second information associated with the first information of the user may further include: transmitting a second information acquisition request to a remote server, wherein the second information acquisition request can comprise first information of a user; second information fed back by the remote server based on the first information is received. The remote server can be a cloud server or a server of a service provider. For example, when weather information needs to be acquired, a weather information acquisition request including address information, for example, in guan villages in beijing may be transmitted to a server of a weather service station, and the server of the weather office retrieves weather information in guan villages in beijing city after receiving the weather information acquisition request and feeds back the weather information. And after receiving the weather information fed back by the server of the weather bureau, taking the weather information as second information.
In the implementation process, the second information associated with the first information may be searched in other manners, for example, the hot spot information associated with the first information may be searched by using a search engine, and the above examples do not limit the manner of searching the second information.
S300, analyzing the received user input information based on the second information to obtain a first analysis result.
The received user input information may be the user input information responded when the first information of the user is obtained, or may include the responded user input information, and include information input by the subsequent user in real time. The first analysis result may be user intention information obtained based on analysis of the received user input information, may be intention classification identification information for identifying a classification of the user intention information, or may be reply information determined based on the user intention information or the intention classification identification information.
In the specific implementation process, there are various ways to analyze the user input information and obtain the first analysis result. The first analysis result may be obtained by performing semantic recognition on the user input information and the second information, or may be obtained by analyzing the received user input information, for example, by a model. Taking semantic recognition as an example, word segmentation processing can be performed on the user input information and the second information to obtain a preprocessing search word. When the user input information is voice information or picture information, the method can further comprise the steps of obtaining text information through voice recognition or image recognition, and then performing word segmentation processing on the text information to obtain a preprocessing search word. And performing part-of-speech tagging and entity name identification processing on the obtained preprocessing search term, and matching the preprocessing search term subjected to the tagging and identification processing with a pre-stored semantic library to determine user intention information. The user intention information is then input into the reply content database, and the reply content required by the user can be obtained.
According to the information processing method, under the condition that the input information of the user is received, the first information comprising the address information of the user is obtained, and the second information related to the first information of the user is used for assisting in analyzing the received input information of the user, so that the understanding capability of the input information of the user can be improved, better service can be provided for the user, and the user experience is improved.
In some embodiments, the parsing the received user input information based on the second information to obtain a first parsing result includes:
and analyzing the received user input information based on the user input information and the second information through an understanding model to obtain the analysis result, wherein the understanding model is formed by training an established model framework.
The understanding model may be a machine self-learning model, and specifically may be, for example, a deep neural network model or a convolutional neural network model. The understanding model is formed by training the built model framework by using a training data set. The training data set includes an input data set including user input information and second information and an output data set including a first parsing result that matches the user input information and the second information in the input data set. In the training process, user input information and second information are used as input data, and a preset first analysis result is used as output data to train the model framework. And finally, verifying the trained model through a verification data set, and completing the training process when the accuracy of the first analysis result output by the model reaches the standard requirement. In the using process, along with the accumulation of data, the understanding model can be trained repeatedly so as to improve the accuracy of the analysis result.
In the use process, the user input information obtained in real time and the second information searched based on the first information of the user are used as input data and input into the understanding model, the understanding model can output a corresponding first analysis result, the first analysis result can be user intention information or intention classification identification information for identifying the classification of the user intention information, or when the understanding model has a database retrieval function, the understanding model can directly retrieve reply information from a database based on the predicted user intention information or the intention classification identification information, and at the moment, the first analysis result is the reply information.
In a preferred embodiment, the output result of the understanding model is not limited to the user intention information or the intention class identification information, but may include a predicted probability value corresponding to the user intention information or the intention class identification information, and in this case, the user intention information or the intention class identification information whose predicted probability value satisfies a preset condition may be used as the first analysis result.
In some embodiments, the method may further comprise:
processing user input information and the second information into input data matched with an understanding model, and obtaining the first analysis result through the understanding model; wherein:
the understanding model is formed by training an established model framework.
As described above, the understanding model may be a machine self-learning model. Before the first analysis result is analyzed by using the user input information and the second information, word segmentation processing can be performed on the user input information and the second information according to word granularity, so as to obtain segmented words. When the user input information is voice information or picture information, the method can further comprise the steps of obtaining text information through voice recognition or image recognition, and then performing word segmentation processing on the text information to obtain segmented words. Alternatively, the segmentation words obtained by the segmentation of the user input information and the segmentation words obtained by the segmentation of the second information can be spliced to obtain the spliced words, so that the purpose of feature integration is achieved. Then, the obtained segmentation words or the spliced words are respectively mapped into corresponding vectors by utilizing a word vector model, so that input data matched with an understanding model is formed, and the obtained vectors are input into the understanding model to obtain a first analysis result.
In the specific implementation process, the user input information and the second information can be segmented according to the granularity of the words to obtain segmented words, and then the segmented words obtained by segmenting the user input information and the molecules obtained by segmenting the second position information can be spliced to obtain spliced words. And then, mapping the obtained spliced words into corresponding vectors by using a character vector model, and inputting the obtained vectors into an understanding model to obtain a first analysis result.
In some embodiments, the method further comprises: and acquiring keywords of the user input information, wherein the second information is also associated with the keywords.
In practical application, the data size of the second information such as the hot spot information, the news information, the weather information, the user intention distribution information and the like obtained by searching based on the position information is large, and not all the information has strong relevance with the user input information. Therefore, keywords in the received user input information can be extracted, for example, when the mobile network in the XX area is consulted by the user is weak, the mobile network can be extracted as the keywords, the searched second information is filtered based on the keywords, and analysis of the user input information is assisted based on the filtered second information. In this way, the association degree of the second information and the acquired user input information can be improved, the data volume of the second information can be reduced, the analysis speed of analyzing the user input information can be improved, and the reaction speed of an intelligent customer service system can be improved, for example, so that the user experience is improved.
In some embodiments, in conjunction with the illustration of fig. 2, the method may further comprise:
s400, feeding the first analysis result back to the user.
The first analysis result may be user intention information, intention classification identification information or reply information. Taking the intelligent customer service system as an example, when the first analysis result is the reply information, the reply information can be fed back to the user so as to reply to the consultation request of the user. For example, when the user consults the logistics information, the final reply information may be determined in combination with the local heat point information and the local weather information, etc., and the final large reply information may be fed back to the user. If "current real-time logistics information is XXXX", specific dispatch times may be delayed to X years, X months and X days due to local weather or XX activity.
In a preferred embodiment, as shown in fig. 3, the first parsing result includes at least one parsing data, and the feeding back the first parsing result to the user includes:
s401, at least one operable option is sent to a user, wherein the operable option comprises brief information of the analysis data;
and S402, responding to the selection operation of the user on the operable options, and transmitting the detailed information of the analysis data to the user.
The operable options are options which can be selected by a user and fed back a selection result after the selection. The profile information may include titles, keywords, and/or content descriptions of the parsed data, etc. When the user input information is intended to be clear and easy to understand, a relatively accurate first analysis result can be obtained, but the first analysis result may be complex or relate to a plurality of specific contents, at least one analysis data included in the first analysis result may be an integral part of the reply content. At least one operable option corresponding to the analytic data one by one is sent to the user, so that the user can select one analytic data based on the brief information description, after the user selects the operable option, the user can acquire the selection information of the user, the selection information comprises label information of the analytic data, the detailed information of the analytic data can be acquired based on the label information, and the user is sent. Thus, the reply content can be prevented from being too complicated, and the user experience is improved. For example, when the user consults the return process, the specific return process may include a plurality of processes such as picking up, tracking, checking and returning, and at this time, a plurality of operational options may be sent to the user in the form of a plurality of anchor text links or in the form of a list of items, and the user may select an item to obtain detailed information, such as viewing the operation procedure of picking up the goods.
When the input information of the user is fuzzy, the understanding model may output a plurality of pieces of user intention information, and the prediction probability values corresponding to the plurality of pieces of user intention information may all meet the preset condition, at this time, each piece of user intention information may be used as analysis data, and all pieces of user intention information meeting the preset condition may be used as a first analysis result. And feeding back a plurality of pieces of user intention information to the user in the form of operable options to request the user to select one or more pieces of user intention information from the pieces of user intention information, determining user final intention information based on the selection result of the user, retrieving accurate reply content from a reply content database based on the user final intention information, and finally feeding back the accurate reply content to the user. This is beneficial to improving the accuracy of the reply content to enhance the user experience. For example, when a user consults an after-market product service, the after-market service may include a variety of specific service items, such as door installation, periodic maintenance, returns, exchanges, and the like. The after-market service items may be sent to the user in a list and operable options corresponding to each of the after-market service items may be set in the list to facilitate the user's selection of the service item they desire.
Fig. 4 is a block diagram of the electronic device according to the embodiment of the present application, and referring to fig. 4, the electronic device according to the embodiment of the present application includes:
a first obtaining module 10, configured to obtain first information of a user in response to user input information, where the first information includes address information of the user;
a search module 20 for searching for second information associated with the first information of the user;
and the parsing module 30 is configured to parse the received user input information based on the second information, so as to obtain a first parsing result.
In some embodiments, further comprising:
and the feedback module is used for feeding the first analysis result back to the user.
In some embodiments, the first parsing result includes at least one parsing data, and the feedback module is specifically configured to:
transmitting at least one operable option to a user, wherein the operable option comprises brief information of the parsed data;
and responding to the selection operation of the user on the operable options, and transmitting the detailed information of the analysis data to the user.
In some embodiments, the first obtaining module 10 is specifically configured to:
responding to user input information, and acquiring first information provided by a user; or alternatively
Responding to user input information input by a user through first electronic equipment, and acquiring first information of the user through second electronic equipment; or alternatively
Responding to the input information of the user, and acquiring the first information of the user based on a preset condition.
In some embodiments, further comprising:
and the second acquisition module is used for acquiring keywords of the user input information, wherein the second information is also associated with the keywords.
In some embodiments, the parsing module 30 is specifically configured to:
and analyzing the received user input information based on the user input information and the second information through an understanding model to obtain the first analysis result, wherein the understanding model is formed by training an established model framework.
In some embodiments, further comprising:
the processing module is used for processing the user input information and the second information into input data matched with an understanding model, and obtaining the first analysis result through the understanding model; wherein:
the understanding model is formed by training an established model framework.
The above embodiments are only exemplary embodiments of the present application and are not intended to limit the present application, the scope of which is defined by the claims. Various modifications and equivalent arrangements may be made to the present application by those skilled in the art, which modifications and equivalents are also considered to be within the scope of the present application.
Claims (10)
1. An information processing method, comprising:
responding to user input information, and acquiring first information of a user, wherein the first information comprises address information of the user;
searching for second information associated with the first information of the user; wherein,
the second information includes at least one of: weather information, hot spot information, user intention distribution information;
based on the second information, assisting in analyzing the received user input information to obtain a first analysis result;
wherein the first analysis result is user intention information obtained based on analysis of the received user input information, intention classification identification information for identifying a classification of the user intention information, or reply information determined based on the user intention information or the intention classification identification information.
2. The information processing method according to claim 1, wherein the method further comprises:
and feeding back the first analysis result to the user.
3. The information processing method according to claim 2, wherein the first analysis result includes at least one analysis data, and the feeding back the first analysis result to the user includes:
transmitting at least one operable option to a user, wherein the operable option comprises brief information of the parsed data;
and responding to the selection operation of the user on the operable options, and transmitting the detailed information of the analysis data to the user.
4. The information processing method according to claim 1, wherein the acquiring the first information of the user in response to the user input information includes:
responding to user input information, and acquiring first information provided by a user; or alternatively
Responding to user input information input by a user through first electronic equipment, and acquiring first information of the user through second electronic equipment; or alternatively
Responding to the input information of the user, and acquiring the first information of the user based on a preset condition.
5. The information processing method according to claim 1, further comprising:
and acquiring keywords of the user input information, wherein the second information is also associated with the keywords.
6. The information processing method according to claim 1, wherein the parsing the received user input information based on the second information to obtain a first parsing result includes:
and analyzing the received user input information based on the user input information and the second information through an understanding model to obtain the first analysis result, wherein the understanding model is formed by training an established model framework.
7. The information processing method according to claim 1, further comprising:
processing user input information and the second information into input data matched with an understanding model, and obtaining the first analysis result through the understanding model; wherein:
the understanding model is formed by training an established model framework.
8. An electronic device, comprising:
the first acquisition module is used for responding to user input information and acquiring first information of a user, wherein the first information comprises address information of the user;
a search module for searching for second information associated with the first information of the user; wherein,
the second information includes at least one of: weather information, hot spot information, user intention distribution information;
the analysis module is used for assisting in analyzing the received user input information based on the second information to obtain a first analysis result;
wherein the first analysis result is user intention information obtained based on analysis of the received user input information, intention classification identification information for identifying a classification of the user intention information, or reply information determined based on the user intention information or the intention classification identification information.
9. The electronic device of claim 8, further comprising:
and the feedback module is used for feeding the first analysis result back to the user.
10. The electronic device of claim 9, wherein the first parsing result includes at least one parsing data, and the feedback module is specifically configured to:
transmitting at least one operable option to a user, wherein the operable option comprises brief information of the parsed data;
and responding to the selection operation of the user on the operable options, and transmitting the detailed information of the analysis data to the user.
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