CN111062612A - Construction method of auxiliary processing stream and electronic equipment - Google Patents

Construction method of auxiliary processing stream and electronic equipment Download PDF

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CN111062612A
CN111062612A CN201911301159.6A CN201911301159A CN111062612A CN 111062612 A CN111062612 A CN 111062612A CN 201911301159 A CN201911301159 A CN 201911301159A CN 111062612 A CN111062612 A CN 111062612A
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赵国光
闫晓芳
胡长建
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Abstract

The application provides a method for constructing an auxiliary processing stream and electronic equipment, wherein a processing state is determined from a dialog log by acquiring the dialog log aiming at a target problem, a processing track is mined from the dialog log based on the processing state, a main processing stream aiming at the target problem is acquired, and the auxiliary processing stream aiming at the main processing stream is constructed based on the processing track; the method comprises the steps that a main processing flow comprises all processing states for processing a target problem, an auxiliary processing flow comprises partial processing states for processing the target problem, each processing state is used for representing one processing node of the target problem, each processing state in the main processing flow and the auxiliary processing flow can generate output information based on input information related to the target problem, and the target problem can be processed through sequential execution of the processing states in the main processing flow or the auxiliary processing flow.

Description

Construction method of auxiliary processing stream and electronic equipment
Technical Field
The invention relates to the technical field of intelligent conversation, in particular to a construction method of an auxiliary processing stream and electronic equipment.
Background
At present, a method for solving problems is provided for users, which is a large application scene of an intelligent dialogue system, the main form is that the users propose the problems, and the intelligent dialogue system processes the problems proposed by the users through multiple rounds of interaction based on a preset processing flow.
When the current process flow based on the target problem in the intelligent dialogue system can not meet the user requirement, the user generally turns to a manual customer service or other systems. When a human customer service or other system solves the target problem proposed by the user, different solutions are available due to different situations encountered by different users.
Therefore, how to assist the intelligent dialogue system based on the process flow of human customer service or other systems to solve the problem for the user becomes a technical problem to be solved urgently by those skilled in the art.
Disclosure of Invention
In view of the above, the present invention provides a method for constructing an auxiliary processing stream and an electronic device, so as to solve the above technical problems.
In order to achieve the purpose, the invention provides the following technical scheme:
a method of constructing an auxiliary process stream, comprising:
acquiring a dialog log aiming at a target problem;
determining a processing state from the dialog log, and mining a processing track from the dialog log based on the processing state;
acquiring a main processing flow aiming at the target problem; wherein the main processing flow is a main processing flow including all processing states for processing the target problem;
constructing an auxiliary processing stream for the primary processing stream based on the processing trajectory; wherein the auxiliary processing flow is an auxiliary processing flow including partial processing states for processing the target problem, each processing state being used to characterize one processing node of the target problem, each processing state in the main processing flow and the auxiliary processing flow being capable of generating output information based on input information related to the target problem, the target problem being capable of being processed by sequential execution of the processing states in the main processing flow or the auxiliary processing flow.
Preferably, the constructing an auxiliary processing stream for the main processing stream based on the processing trajectory includes:
constructing a set of processing state pairs satisfying a predetermined condition based on the processing trajectory; wherein the predetermined condition is that any processing state pair in the set of processing state pairs satisfies a causal relationship between the two processing states;
determining a maximum set of processing state pairs of the set of processing state pairs;
determining a starting processing state and an ending processing state of the processing states based on the processing trajectory;
and establishing the flow direction between the processing state pairs in the maximum processing state pair set by taking the initial processing state as the start and taking the end processing state as the end, and generating an auxiliary processing flow aiming at the main processing flow.
Preferably, any processing state in any pair of processing states in the set of processing state pairs may include a plurality of processing states, and a selection relationship is satisfied between the plurality of processing states.
Preferably, the determining a largest processing state pair set of the processing state pair sets includes:
determining any first processing state pair and second processing state pair in the set of processing state pairs;
determining that the first processing state pair comprises the second processing state pair, reserving the first processing state pair;
reserving the second processing state pair when it is determined that the first processing state pair is included by the second processing state pair;
and when it is determined that the first processing state pair does not include the second processing state pair and is not included by the second processing state pair, retaining the first processing state pair.
Preferably, the causal relationship is used to characterize a first process state occurring first in a second process state in the dialog log, but the second process state does not occur first in the first process state;
the selection relation is used for representing that the first processing state is not a direct precedence relation of the second processing state in the dialog log, and the second processing state is not a direct precedence relation of the first processing state;
the direct precedence relationship indicates that the first processing state in the dialog log occurs first in the second processing state and is directly adjacent to the second processing state.
Preferably, the method further comprises the following steps:
generating an input-output state pair comprising an input state and an output state;
establishing a flow direction between the processing state pairs in the maximum processing state pair set by taking the starting processing state as a start and taking the ending processing state as an end, and generating an auxiliary processing flow aiming at the main processing flow, wherein the flow direction includes:
establishing a flow direction between the input state and the initial processing state, starting with the input state;
establishing a flow direction between the output state and the end processing state, ending with the output state;
and establishing the flow direction between the processing state pairs in the maximum processing state pair set, and generating an auxiliary processing flow aiming at the main processing flow.
Preferably, the method further comprises the following steps:
acquiring a target problem in an intelligent dialogue system; the intelligent dialogue system can complete the processing of the target problem through multiple rounds of interaction based on a preset processing flow;
processing the target problem is performed in sequence based on the processing state in the primary processing stream or the secondary processing stream.
An electronic device, comprising:
a memory for storing a program;
the processor is used for running the program, acquiring a dialog log aiming at a target problem, determining a processing state from the dialog log, mining a processing track from the dialog log based on the processing state, acquiring a main processing flow aiming at the target problem, and constructing an auxiliary processing flow aiming at the main processing flow based on the processing track;
wherein the main processing flow is a main processing flow including all processing states for processing the target problem, the auxiliary processing flow is an auxiliary processing flow including partial processing states for processing the target problem, each processing state is used for representing one processing node of the target problem, each processing state in the main processing flow and the auxiliary processing flow can generate output information based on input information related to the target problem, and the target problem can be processed through sequential execution of the processing states in the main processing flow or the auxiliary processing flow.
Preferably, the processor constructs an auxiliary processing stream for the main processing stream based on the processing trajectory, including: constructing a processing state pair set meeting a preset condition based on the processing track, determining a maximum processing state pair set in the processing state pair set, determining a starting processing state and an ending processing state in the processing states based on the processing track, establishing a flow direction between processing state pairs in the maximum processing state pair set by taking the starting processing state as a start and the ending processing state as an end, and generating an auxiliary processing flow aiming at the main processing flow;
wherein the predetermined condition is that a causal relationship is satisfied between any processing state pair in the set of processing state pairs.
Preferably, the determining, by the processor, a maximum processing state pair set of the processing state pair sets includes: determining any first processing state pair and second processing state pair in the processing state pair set, reserving the first processing state pair when determining that the first processing state pair contains the second processing state pair, reserving the second processing state pair when determining that the first processing state pair is contained by the second processing state pair, and reserving the first processing state pair when determining that the first processing state pair does not contain the second processing state pair and is not contained by the second processing state pair.
As can be seen from the above technical solutions, compared with the prior art, the present application provides a method for constructing an auxiliary processing flow, wherein a processing state can be determined from a dialog log of a target problem by obtaining the dialog log, a processing trajectory is mined from the dialog log based on the processing state, a main processing flow for the target problem is obtained, and an auxiliary processing flow for the main processing flow is constructed based on the processing trajectory, in the present application, the main processing flow is a main processing flow including all processing states for processing the target problem, the auxiliary processing flow is an auxiliary processing flow including partial processing states for processing the target problem, each processing state is used for representing one processing node of the target problem, and each processing state in the main processing flow and the auxiliary processing flow can generate output information based on input information related to the target problem, the target problem can be processed by sequential execution of the processing states in the primary processing stream or the secondary processing stream; therefore, the auxiliary processing stream can be constructed through the acquired dialog log about the target problem, so that the main processing stream is assisted to process the target problem, and the efficiency of processing the target problem is improved.
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In order to more clearly illustrate the embodiments of the present invention or the technical solutions in the prior art, the drawings used in the description of the embodiments or the prior art will be briefly described below, it is obvious that the drawings in the following description are only embodiments of the present invention, and for those skilled in the art, other drawings can be obtained according to the provided drawings without creative efforts.
Fig. 1 is a schematic flow chart illustrating a method for constructing an auxiliary process flow according to an embodiment of the present disclosure;
FIG. 2 is a flow diagram of one implementation of steps for constructing an auxiliary process stream for a primary process stream based on a process trajectory as provided by another method embodiment of the present application;
FIG. 3 is a flow diagram illustrating another implementation of steps for constructing an auxiliary process stream for a primary process stream based on a process trajectory according to another method embodiment of the present application;
FIG. 4 is a schematic flow chart diagram illustrating a method for constructing an auxiliary process flow according to yet another embodiment of the present application;
FIG. 5 is a schematic diagram of a primary process flow and a constructed secondary process flow as provided by an example of the present application;
fig. 6 is a schematic structural diagram of an electronic device according to an embodiment of the present application.
Detailed Description
The technical solutions in the embodiments of the present invention will be clearly and completely described below with reference to the drawings in the embodiments of the present invention, and it is obvious that the described embodiments are only a part of the embodiments of the present invention, 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 invention.
One embodiment of the present application provides a method for constructing an auxiliary processing stream, as shown in fig. 1, the method includes the following steps:
step 101: acquiring a dialog log aiming at a target problem;
the dialog log can be a dialog log of manual customer service for the target problem, and can also be a dialog log recorded by other systems except the currently applied intelligent dialog system for the target problem. Among them, the currently applied intelligent dialog system is denoted as an intelligent dialog system having a main processing flow for a target problem, and capable of using a subsequently constructed auxiliary processing flow.
The dialog log of the manual customer service records the dialog contents containing the processing state between the customer service personnel and the user for solving the target problem. Other systems have recorded the content of a dialog between the system and the user containing the status of the process in relation to solving the target problem.
Step 102: determining a processing state from the dialog log, and mining a processing track from the dialog log based on the processing state;
the processing states are used for representing processing nodes of the target problem, one processing state represents one processing node, and the processing track refers to a processing state set with the sequence of the processing states used for solving the target problem.
It should be noted that, since different solutions may be available for different users who propose the same target problem, one or more processing tracks may be mined from the dialog log for one target problem.
For example, the target issue is how to connect wifi. The dialog log includes a case 1: a dialog between the customer service and user A; case 2: a dialog between the customer service and user B; case 3: a dialog between the customer service and user C. Then based on the dialog log, the processing trajectory σ 1 ═ a, B, C, F, σ 2 ═ a, B, C, D, E, F, G, and σ 3 ═ a, B, C, D, E, F, H, G can be found. Wherein, A, B, C, D, E, F, H, G are all processing states.
Step 103: acquiring a main processing flow aiming at the target problem;
the main processing flow is a main processing flow including all processing states for processing the target problem, and specifically, the main processing flow for the target problem can be acquired from the intelligent dialogue system. For example, taking the above target question as how to connect wifi as an example, the main processing flow may be a → B → C → D → E → F → H → G.
Each processing state in the main processing stream is capable of generating output information based on input information associated with the target issue, the target issue being capable of being processed by sequential execution of the processing states in the main processing stream. In the main processing flow of a → B → C → D → E → F → H → G, the target problem can be processed by the sequential execution of a → B → C → D → E → F → H → G, for example, the processing state a acquires the input information "how to connect wifi" and generates the output information "current state of your mobile phone? "the processing state B obtains the input information as" the mobile phone is in the on state "and generates the output information" your mobile phone model ", it should be noted that the input information may be information provided by the user or information automatically obtained by the system, for example, the input information" how to connect wifi "is input information provided by the user, and the" the mobile phone is in the on state "may be information provided by the user based on the output information" the current state of your mobile phone ", or may be automatically obtained by the system.
Step 104: an auxiliary processing stream for the primary processing stream is constructed based on the processing trajectory.
In the present application, the auxiliary process flow is an auxiliary process flow including a partial process state of processing the target issue. Each processing state in the auxiliary processing stream is capable of generating output information based on input information associated with the target issue, the target issue being capable of being processed by sequential execution of the processing states in the auxiliary processing stream.
It should be noted that the processing stream constructed based on the processing trajectory may include the main processing stream (or may not include the main processing stream), and since the main processing stream can be acquired in advance, the processing stream other than the main processing stream in the processing stream constructed based on the processing trajectory may be determined as the auxiliary processing stream for the main processing stream.
Still take the above objective problem as an example of how to connect wifi. The dialog log includes a case 1: a dialog between the customer service and user A; case 2: a dialog between the customer service and user B; case 3: a dialog between the customer service and user C. Then based on the dialog log, the processing trajectory σ 1 ═ a, B, C, F, σ 2 ═ a, B, C, D, E, F, G, and σ 3 ═ a, B, C, D, E, F, H, G can be found. Wherein, A, B, C, D, E, F, H, G are all processing states.
The acquired main processing flow is a → B → C → D → E → F → H → G, and the auxiliary processing flow constructed based on the processing trajectory includes: a → B → C → D → F, A → B → C → D → E → F → G.
It will be appreciated that this is merely a simple example, and that in practice other auxiliary processing streams not represented in the processing trajectory may be mined.
Therefore, in the embodiment, the auxiliary processing stream can be constructed through the acquired dialog log about the target problem, so that the main processing stream is assisted to process the target problem, and the efficiency of processing the target problem is improved.
Another method embodiment of the present application is directed to describing one implementation of constructing an auxiliary processing stream for a primary processing stream based on a processing trajectory. Specifically, as shown in fig. 2, the method may include the following steps:
step 201: constructing a set of processing state pairs satisfying a predetermined condition based on the processing trajectory;
wherein the predetermined condition is that a causal relationship is satisfied between any processing state pair in the set of processing state pairs. Take the process state pair (a, B) in the set of process state pairs as an example, where (a, B) is required to satisfy causal relationships.
It is noted that any processing state in any pair of processing states in the set of processing state pairs may include a plurality of processing states between which a selection relationship is satisfied. Taking the process state pair (C, (D, F)) in the process state pair set as an example, where C and D satisfy a causal relationship, C and F satisfy a causal relationship, and D and F are a plurality of process states included in the process state (D, F) in the process state pair (C, (D, F)), and D and F satisfy a selection relationship.
In this application, causal relationships are used to characterize that a first process state occurs first in a second process state in the dialog log, but the second process state does not occur first in the first process state.
And the selection relation is used for representing that in the dialog log, the first processing state is not the direct precedence relation of the second processing state, and the second processing state is not the direct precedence relation of the first processing state.
The direct precedence relationship indicates that the first processing state in the dialog log occurs first in the second processing state and is directly adjacent to the second processing state.
The causal, selection, and direct precedence relationships described above may be specifically determined based on a processing trajectory constructed by a dialog log, as the processing trajectory can be characterized as a set of processing states having a precedence order of the processing states used to solve the target problem.
The specific definition is as follows:
the direct precedence relationship a > W b is an essential condition: ヨ σ ═ t1, t2, …, tn, σ ∈ W, ti ═ a, ti +1 ═ b;
causal relationship a → sufficient condition for Wb: in W, a occurs first to b and b does not occur first to a;
select the requirement for relationship a # Wb:
Figure BDA0002321823510000081
and is
Figure BDA0002321823510000082
Wherein, W is denoted as a dialog log, a, b e T, T contains T1, T1, T2, …, tn, and is denoted as a processing state set in a processing track, and σ is denoted as a processing track.
When constructing the processing state pair set, the processing state pair set may be obtained by using the following first calculation formula.
The first calculation formula:
Figure BDA0002321823510000083
Figure BDA0002321823510000084
Figure BDA0002321823510000085
wherein, XWA is a set of processing state pairs, A, B belongs to T, T is a set of processing states in the processing track, a1, a2 belongs to A, B1, B2 belongs to B, a → Wb is a set of processing states in the processing tracka and b satisfy causal relationship, a1# Wa2 refers to a1 and a2 satisfying selective relationship, and b1# Wb2 refers to b1 and b2 satisfying selective relationship.
Step 202: determining a maximum set of processing state pairs of the set of processing state pairs;
specifically, the determining a maximum processing state pair set in the processing state pair sets may include the following steps:
(1) determining any first processing state pair and second processing state pair in the set of processing state pairs;
(2) determining that the first processing state pair comprises the second processing state pair, reserving the first processing state pair;
(3) reserving the second processing state pair when it is determined that the first processing state pair is included by the second processing state pair;
(4) and when it is determined that the first processing state pair does not include the second processing state pair and is not included by the second processing state pair, retaining the first processing state pair.
Assume that the processing-state-pair set Xw { (a, B), (B, C), (C, D), (D, E), (C, F), (E, F), (F, G), (F, H), (H, G), (C, (D, F)), ((C, E), F) }
The processing state pair (a, B) is retained because it does not contain other processing state pairs and is not contained by other processing state pairs.
Since the processing state pair (C, D) is (C, (D, F), the processing state pair (C, (D, F) is retained.
Since the pair of processing states ((C, E), F) includes (E, F), the pair of processing states ((C, E), F) is retained.
In summary, the maximum processing state pair set Yw { (a, B), (B, C), (C, (D, F)), (D, E), ((C, E), F), (F, G), (F, H), (H, G) }.
When determining the maximum processing state pair set, the following second calculation formula may be specifically used.
The second calculation formula:
Figure BDA0002321823510000091
Figure BDA0002321823510000092
wherein, YWThe designation is the set of maximum processing state pairs, XWThe designation is a set of processing state pairs, A, B, A ', B' is e.g. T, T is a set of processing states in the processing trace.
Step 203: determining a starting processing state and an ending processing state of the processing states based on the processing trajectory;
in the processing track, the first one is a starting processing state, and the last one is an ending processing state. In the processing trajectory σ 1 ═ a, B, C, F, (a, B, C, D, E, F, G), and σ 3 ═ a, B, C, D, E, F, H, G, a is the start processing state and G is the end processing state.
Step 204: and establishing the flow direction between the processing state pairs in the maximum processing state pair set by taking the initial processing state as the start and taking the end processing state as the end, and generating an auxiliary processing flow aiming at the main processing flow.
When generating the processing flow, the following third calculation formula may be used.
The third calculation formula:
FW＝{(a,p(A,B))|(A,B)∈YW∧a∈A}
∪{p(A,B),b}|(A,B)∈YW∧b∈B}
wherein, FWThe designation is a processing flow, A, B belongs to T, T is a processing state set in a processing track, YWThe designation is the set of maximum processing state pairs, p(A,B)Intermediate nodes for characterizing the flow direction.
It should be noted that the generated processing flow may include the main processing flow (or may not include the main processing flow), and since the main processing flow can be acquired in advance, the processing flow other than the main processing flow in the generated processing flow is determined as the auxiliary processing flow for the main processing flow.
Another embodiment of the method of the present application is mainly used to describe another implementation manner of constructing an auxiliary processing stream for a main processing stream based on a processing trajectory, and specifically, as shown in fig. 3, the method may include the following steps:
step 301: constructing a set of processing state pairs satisfying a predetermined condition based on the processing trajectory;
wherein the predetermined condition is that any processing state pair in the set of processing state pairs satisfies a causal relationship between the two processing states;
step 302: determining a maximum set of processing state pairs of the set of processing state pairs;
step 303: determining a starting processing state and an ending processing state of the processing states based on the processing trajectory;
step 304: generating an input-output state pair comprising an input state and an output state;
wherein the input state is used to characterize a start node of the process flow and the output state is used to characterize an end node of the process flow.
Specifically, the input and output state pairs may be combined into a maximum processing state pair set to generate a valid state pair set. The following fourth calculation formula can be used.
The fourth calculation formula:
pW＝{(p(A,B))|(A,B)∈YW}∪{iw,ow}
wherein, YWIs designated as the set of maximum processing state pairs, iWIs designated as input state, oWThe indication is an output state.
Step 305: establishing a flow direction between the input state and the initial processing state, starting with the input state;
step 306: establishing a flow direction between the output state and the end processing state, ending with the output state;
step 307: and establishing the flow direction between the processing state pairs in the maximum processing state pair set, and generating an auxiliary processing flow aiming at the main processing flow.
When generating the processing flow, the following fifth calculation formula may be used.
The fifth calculation formula:
FW＝{(a,p(A,B))|(A,B)∈YW∧a∈A}
∪{p(A,B),b}|(A,B)∈YW∧b∈B}
∪{(iW,t)|t∈TI}∪{(t,ow)|t∈TO}
wherein, FWThe designation is a processing flow, A, B belongs to T, T is a processing state set in a processing track, YWThe designation is the set of maximum processing state pairs, p(A,B)Intermediate nodes for characterizing the flow direction iWIs designated as input state, oWIndication being output state, TIIndicates an initial processing state, TOThe indication is an end processing state.
It should be noted that the generated processing flow may include the main processing flow (or may not include the main processing flow), and since the main processing flow can be acquired in advance, the processing flow other than the main processing flow in the generated processing flow may be determined as the auxiliary processing flow for the main processing flow.
Another method embodiment of the present application provides a method for constructing an auxiliary processing stream, as shown in fig. 4, the method includes the following steps:
step 401: acquiring a dialog log aiming at a target problem;
step 402: determining a processing state from the dialog log, and mining a processing track from the dialog log based on the processing state;
step 403: acquiring a main processing flow aiming at the target problem;
wherein the main processing flow is a main processing flow including all processing states for processing the target problem.
Step 404: constructing an auxiliary processing stream for the primary processing stream based on the processing trajectory;
wherein an auxiliary processing flow is an auxiliary processing flow including partial processing states for processing the target problem, wherein each processing state is used to characterize one processing node of the target problem, each processing state in the primary processing flow and the auxiliary processing flow is capable of generating output information based on input information related to the target problem, and the target problem is capable of being processed through sequential execution of the processing states in the primary processing flow or the auxiliary processing flow.
Step 405: acquiring a target problem in an intelligent dialogue system;
wherein the intelligent dialog system is capable of completing processing for the target problem through multiple rounds of interaction based on a preset processing flow.
Step 406: processing the target problem is performed in sequence based on the processing state in the primary processing stream or the secondary processing stream.
Therefore, in the embodiment, the auxiliary processing stream can be constructed through the acquired dialog log about the target problem, and the auxiliary processing stream can be applied to the intelligent dialog system to assist the main processing stream in processing the target problem, so that the efficiency of processing the target problem is improved.
For the sake of understanding, the embodiments of the present application are briefly described as a specific example.
Assume that the data in the conversation log is as shown in table 1 below:
TABLE 1
Case column Processing state Case column Processing state Case column Processing state
Case1 A Case2 C Case2 F
Case2 A Case3 C Case3 F
Case3 A Case1 F Case2 G
Case1 B Case2 D Case3 H
Case2 B Case3 D Case3 G
Case3 B Case2 E
Case1 C Case3 E
(1) The dialog log includes 8 processing states, where a processing trace σ 1 of Case1 is (a, B, C, F), a processing trace σ 2 of Case2 is (a, B, C, D, E, F, G), and a processing trace σ 3 of Case3 is (a, B, C, D, E, F, H, G).
(2) The relationship between the pair of processing states can be found based on the processing trajectory as follows:
the direct relationship: a > WB, B > WC, C > WF, C > WD, D > WE, E > WF, F > WG, H > WG, F > WH;
cause and effect relationship: a → WB, B → WC, C → WF, C → WD, D → WE, E → WF, F → WG, H → WG, F → WH;
(3) building sets of processing state pairs
Xw＝{(A,B),(B,C),(C,D),(D,E),(C,F),(E,F),(F,G),(F,H),(H,G),(C,(D,F)),((C,E),F)}
Wherein, in the pair of processing states (C, (D, F)) D and F satisfy the selection relationship, and in the pair of processing states (C, E), F) C and E satisfy the selection relationship.
(4) Building a set of maximum processing state pairs
Yw＝{(A,B),(B,C),(C,(D,F)),(D,E),((C,E),F),(F,H),(H,G),(H,G)}
(5) Building a set of valid processing state pairs
PW＝{p(A,B),p(B,C),p({C},{D,F}),p(D,E),p({C,E},F),p(F,H),p(H,G),
p(H,G),P(iw,ow)}
(6) Generating a processing stream
TI＝A
To＝G
FW＝{(A,p(A,B)),(p(A,B),B),(C,p({C},{D,F})),(p({C},{D,F}),D)…(G,oW)}
A schematic diagram of a specific processing flow is shown in fig. 5, in which fig. 5 shows a main processing flow a → B → C → D → E → F → H → G, an auxiliary processing flow a → B → C → D → F, a → B → C → D → E → F → G.
Corresponding to the above method for constructing the auxiliary processing stream, the embodiments of the apparatus of the present application further provide an electronic device, which is described below with reference to several embodiments of the apparatus.
An embodiment of an apparatus of the present application provides an electronic device, as shown in fig. 6, including: memory 110 and processor 120; wherein:
the memory 110 is used to store programs;
the processor 120 is configured to run the program, execute obtaining a dialog log for a target issue, determine a processing state from the dialog log, mine a processing trace from the dialog log based on the processing state, obtain a main processing flow for the target issue, and construct an auxiliary processing flow for the main processing flow based on the processing trace.
The dialog log can be a dialog log of manual customer service for the target problem, and can also be a dialog log recorded in other systems except the currently applied intelligent dialog system for the target problem. Among them, the currently applied intelligent dialog system is denoted as an intelligent dialog system having a main processing flow for a target problem, and capable of using a subsequently constructed auxiliary processing flow.
The dialog log of the manual customer service records the dialog contents containing the processing state between the customer service personnel and the user for solving the target problem. Other systems have recorded the content of a dialog between the system and the user containing the status of the process in relation to solving the target problem.
The processing states are used for representing processing nodes of the target problem, one processing state represents one processing node, and the processing track refers to a processing state set with the sequence of the processing states used for solving the target problem.
It should be noted that, since different solutions may be available for different users who propose the same target problem, one or more processing tracks may be mined from the dialog log for one target problem.
The main processing flow is a main processing flow including all processing states for processing the target problem, and specifically, the main processing flow for the target problem can be acquired from the intelligent dialogue system. Each processing state in the main processing stream is capable of generating output information based on input information associated with the target issue, the target issue being capable of being processed by sequential execution of the processing states in the main processing stream.
In the present application, the auxiliary process flow is an auxiliary process flow including a partial process state of processing the target issue. Each processing state in the auxiliary processing stream is capable of generating output information based on input information associated with the target issue, the target issue being capable of being processed by sequential execution of the processing states in the auxiliary processing stream.
Therefore, in the embodiment, the auxiliary processing stream can be constructed through the acquired dialog log about the target problem, so that the main processing stream is assisted to process the target problem, and the efficiency of processing the target problem is improved.
Another apparatus embodiment of the present application is directed to describing an implementation of a processor constructing an auxiliary processing stream for the primary processing stream based on the processing trajectory. Specifically, the processor is configured to construct a processing state pair set satisfying a predetermined condition based on the processing trajectory, determine a maximum processing state pair set in the processing state pair set, determine a starting processing state and an ending processing state in the processing states based on the processing trajectory, establish a flow direction between processing state pairs in the maximum processing state pair set starting from the starting processing state and ending from the ending processing state, and generate an auxiliary processing flow for the main processing flow.
Wherein the predetermined condition is that a causal relationship is satisfied between any processing state pair in the set of processing state pairs.
It is noted that any processing state in any pair of processing states in the set of processing state pairs may include a plurality of processing states between which a selection relationship is satisfied.
In this application, causal relationships are used to characterize that a first process state occurs first in a second process state in the dialog log, but the second process state does not occur first in the first process state.
And the selection relation is used for representing that in the dialog log, the first processing state is not the direct precedence relation of the second processing state, and the second processing state is not the direct precedence relation of the first processing state.
The direct precedence relationship indicates that the first processing state in the dialog log occurs first in the second processing state and is directly adjacent to the second processing state.
The specific definition is as follows:
the direct precedence relationship a > W b is an essential condition: ヨ σ ═ t1, t2, …, tn, σ ∈ W, ti ═ a, ti +1 ═ b;
causal relationship a → sufficient condition for Wb: in W, a occurs first to b and b does not occur first to a;
select the requirement for relationship a # Wb:
Figure BDA0002321823510000151
and is
Figure BDA0002321823510000152
Wherein, W is denoted as a dialog log, a, b e T, T contains T1, T1, T2, …, tn, and is denoted as a processing state set in a processing track, and σ is denoted as a processing track.
When the processor constructs the processing state pair set, the processing state pair set may be obtained by using the following first calculation formula.
The first calculation formula:
Figure BDA0002321823510000153
Figure BDA0002321823510000154
Figure BDA0002321823510000155
wherein, XWThe method comprises the steps of representing a set of processing state pairs, wherein A, B belongs to T, T represents a set of processing states in a processing track, a1, a2 belongs to A, B1, B2 belongs to B, a → Wb represents that a and B satisfy causal relationship, a1# Wa2 represents that a1 and a2 satisfy selection relationship, and B1# Wb2 represents that B1 and B2 satisfy selection relationship.
In this embodiment, the determining, by the processor, the largest processing state pair set in the processing state pair sets may include: determining any first processing state pair and second processing state pair in the processing state pair set, reserving the first processing state pair when determining that the first processing state pair contains the second processing state pair, reserving the second processing state pair when determining that the first processing state pair is contained by the second processing state pair, and reserving the first processing state pair when determining that the first processing state pair does not contain the second processing state pair and is not contained by the second processing state pair.
When determining the maximum processing state pair set, the following second calculation formula may be specifically used.
The second calculation formula:
Figure BDA0002321823510000161
Figure BDA0002321823510000162
wherein, YWThe designation is the set of maximum processing state pairs, XWThe designation is a set of processing state pairs, A, B, A ', B' is e.g. T, T is a set of processing states in the processing trace.
In this embodiment, the processor may use the following third calculation formula when generating the processing flow.
The third calculation formula:
FW＝{(a,p(A,B))|(A,B)∈YW∧a∈A}
∪{p(A,B),b}|(A,B)∈YW∧b∈B}
wherein, FWThe designation is a processing flow, A, B belongs to T, T is a processing state set in a processing track, YWThe designation is the set of maximum processing state pairs, p(A,B)Intermediate nodes for characterizing the flow direction.
Another embodiment of the present application is mainly used to describe another implementation manner of constructing, by a processor, an auxiliary processing stream for a main processing stream based on a processing trajectory, and in particular, the constructing, by the processor, the auxiliary processing stream for the main processing stream based on the processing trajectory includes: establishing a processing state pair set meeting a preset condition based on the processing track, determining a maximum processing state pair set in the processing state pair set, determining a starting processing state and an ending processing state in the processing states based on the processing track, generating an input-output state pair, wherein the input-output state pair comprises an input state and an output state, establishing a flow direction between the input state and the starting processing state, establishing a flow direction between the output state and the ending processing state by taking the input state as a start, establishing a flow direction between the processing state pairs in the maximum processing state pair set by taking the output state as an end, and generating an auxiliary processing flow aiming at the main processing flow.
Wherein the input state is used to characterize a start node of the process flow and the output state is used to characterize an end node of the process flow.
Specifically, the input and output state pairs may be combined into a maximum processing state pair set to generate a valid state pair set. The following fourth calculation formula can be used.
The fourth calculation formula:
pW＝{(p(A,B))|(A,B)∈YW}∪{iw,ow}
when generating the processing flow, the following fifth calculation formula may be used.
The fifth calculation formula:
FW＝{(a,p(A,B))|(A,B)∈YW∧a∈A}
∪{p(A,B),b}|(A,B)∈YW∧b∈B}
∪{(iW,t)|t∈TI}∪{(t,ow)|t∈TO}
wherein, FWThe designation is a processing flow, A, B belongs to T, T is a processing state set in a processing track, YWThe designation is the set of maximum processing state pairs, p(A,B)Intermediate nodes for characterizing the flow direction iWIs designated as input state, oWIndication being output state, TIIndicates an initial processing state, TOThe indication is an end processing state.
In yet another apparatus embodiment of the present application, an electronic device comprises a memory and a processor; wherein:
the memory is used for storing programs;
the processor is used for running the program, executing and acquiring a dialog log aiming at a target problem, determining a processing state from the dialog log, mining a processing track from the dialog log based on the processing state, acquiring a main processing flow aiming at the target problem, constructing an auxiliary processing flow aiming at the main processing flow based on the processing track, acquiring the target problem in an intelligent dialog system, and sequentially executing and processing the target problem based on the processing state in the main processing flow or the auxiliary processing flow.
Therefore, in the embodiment, the auxiliary processing stream can be constructed through the acquired dialog log about the target problem, and the auxiliary processing stream can be applied to the intelligent dialog system to assist the main processing stream in processing the target problem, so that the efficiency of processing the target problem is improved.
The embodiments in the present description are described in a progressive manner, each embodiment focuses on differences from other embodiments, and the same and similar parts among the embodiments are referred to each other. The device disclosed by the embodiment corresponds to the method disclosed by the embodiment, so that the description is simple, and the relevant points can be referred to the method part for description.
The previous description of the disclosed embodiments is provided to enable any person skilled in the art to make or use the present invention. Various modifications to these embodiments will be readily apparent to those skilled in the art, and the generic principles defined herein may be applied to other embodiments without departing from the spirit or scope of the invention. Thus, the present invention is not intended to be limited to the embodiments shown herein but is to be accorded the widest scope consistent with the principles and novel features disclosed herein.

Claims (10)

1. A method of constructing an auxiliary process stream, comprising:
acquiring a dialog log aiming at a target problem;
determining a processing state from the dialog log, and mining a processing track from the dialog log based on the processing state;
acquiring a main processing flow aiming at the target problem; wherein the main processing flow is a main processing flow including all processing states for processing the target problem;
constructing an auxiliary processing stream for the primary processing stream based on the processing trajectory; wherein the auxiliary processing flow is an auxiliary processing flow including partial processing states for processing the target problem, each processing state being used to characterize one processing node of the target problem, each processing state in the main processing flow and the auxiliary processing flow being capable of generating output information based on input information related to the target problem, the target problem being capable of being processed by sequential execution of the processing states in the main processing flow or the auxiliary processing flow.
2. The method of claim 1, the constructing a secondary processing stream for the primary processing stream based on the processing trajectory, comprising:
constructing a set of processing state pairs satisfying a predetermined condition based on the processing trajectory; wherein the predetermined condition is that any processing state pair in the set of processing state pairs satisfies a causal relationship between the two processing states;
determining a maximum set of processing state pairs of the set of processing state pairs;
determining a starting processing state and an ending processing state of the processing states based on the processing trajectory;
and establishing the flow direction between the processing state pairs in the maximum processing state pair set by taking the initial processing state as the start and taking the end processing state as the end, and generating an auxiliary processing flow aiming at the main processing flow.
3. The method of claim 2, any processing state of any pair of processing states of the set of processing state pairs may comprise a plurality of processing states between which a selection relationship is satisfied.
4. The method of claim 2 or 3, the determining a largest set of processing state pairs of the set of processing state pairs, comprising:
determining any first processing state pair and second processing state pair in the set of processing state pairs;
determining that the first processing state pair comprises the second processing state pair, reserving the first processing state pair;
reserving the second processing state pair when it is determined that the first processing state pair is included by the second processing state pair;
and when it is determined that the first processing state pair does not include the second processing state pair and is not included by the second processing state pair, retaining the first processing state pair.
5. The method of claim 2 or 3, the causal relationship to characterize a first process state occurring first to a second process state in the dialog log, but the second process state not occurring first to the first process state;
the selection relation is used for representing that the first processing state is not a direct precedence relation of the second processing state in the dialog log, and the second processing state is not a direct precedence relation of the first processing state;
the direct precedence relationship indicates that the first processing state in the dialog log occurs first in the second processing state and is directly adjacent to the second processing state.
6. The method of claim 5, further comprising:
generating an input-output state pair comprising an input state and an output state;
establishing a flow direction between the processing state pairs in the maximum processing state pair set by taking the starting processing state as a start and taking the ending processing state as an end, and generating an auxiliary processing flow aiming at the main processing flow, wherein the flow direction includes:
establishing a flow direction between the input state and the initial processing state, starting with the input state;
establishing a flow direction between the output state and the end processing state, ending with the output state;
and establishing the flow direction between the processing state pairs in the maximum processing state pair set, and generating an auxiliary processing flow aiming at the main processing flow.
7. The method of claim 1, further comprising:
acquiring a target problem in an intelligent dialogue system; the intelligent dialogue system can complete the processing of the target problem through multiple rounds of interaction based on a preset processing flow;
processing the target problem is performed in sequence based on the processing state in the primary processing stream or the secondary processing stream.
8. An electronic device, comprising:
a memory for storing a program;
the processor is used for running the program, acquiring a dialog log aiming at a target problem, determining a processing state from the dialog log, mining a processing track from the dialog log based on the processing state, acquiring a main processing flow aiming at the target problem, and constructing an auxiliary processing flow aiming at the main processing flow based on the processing track;
wherein the main processing flow is a main processing flow including all processing states for processing the target problem, the auxiliary processing flow is an auxiliary processing flow including partial processing states for processing the target problem, each processing state is used for representing one processing node of the target problem, each processing state in the main processing flow and the auxiliary processing flow can generate output information based on input information related to the target problem, and the target problem can be processed through sequential execution of the processing states in the main processing flow or the auxiliary processing flow.
9. The electronic device of claim 8, the processor building an auxiliary processing stream for the primary processing stream based on the processing trajectory, comprising: constructing a processing state pair set meeting a preset condition based on the processing track, determining a maximum processing state pair set in the processing state pair set, determining a starting processing state and an ending processing state in the processing states based on the processing track, establishing a flow direction between processing state pairs in the maximum processing state pair set by taking the starting processing state as a start and the ending processing state as an end, and generating an auxiliary processing flow aiming at the main processing flow;
wherein the predetermined condition is that a causal relationship is satisfied between any processing state pair in the set of processing state pairs.
10. The electronic device of claim 9, the processor to determine a largest set of processing state pairs of the set of processing state pairs, comprising: determining any first processing state pair and second processing state pair in the processing state pair set, reserving the first processing state pair when determining that the first processing state pair contains the second processing state pair, reserving the second processing state pair when determining that the first processing state pair is contained by the second processing state pair, and reserving the first processing state pair when determining that the first processing state pair does not contain the second processing state pair and is not contained by the second processing state pair.
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