CN111309892B - Multi-service system linkage and interaction method based on intelligent robot - Google Patents
Multi-service system linkage and interaction method based on intelligent robot Download PDFInfo
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- CN111309892B CN111309892B CN202010384067.5A CN202010384067A CN111309892B CN 111309892 B CN111309892 B CN 111309892B CN 202010384067 A CN202010384067 A CN 202010384067A CN 111309892 B CN111309892 B CN 111309892B
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- 230000003993 interaction Effects 0.000 title claims abstract description 11
- 230000005540 biological transmission Effects 0.000 claims description 2
- 230000006854 communication Effects 0.000 description 7
- 238000004891 communication Methods 0.000 description 6
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- G—PHYSICS
- G06—COMPUTING; CALCULATING OR COUNTING
- G06F—ELECTRIC DIGITAL DATA PROCESSING
- G06F16/00—Information retrieval; Database structures therefor; File system structures therefor
- G06F16/30—Information retrieval; Database structures therefor; File system structures therefor of unstructured textual data
- G06F16/33—Querying
- G06F16/332—Query formulation
- G06F16/3329—Natural language query formulation or dialogue systems
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- G—PHYSICS
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- G06Q—INFORMATION AND COMMUNICATION TECHNOLOGY [ICT] SPECIALLY ADAPTED FOR ADMINISTRATIVE, COMMERCIAL, FINANCIAL, MANAGERIAL OR SUPERVISORY PURPOSES; SYSTEMS OR METHODS SPECIALLY ADAPTED FOR ADMINISTRATIVE, COMMERCIAL, FINANCIAL, MANAGERIAL OR SUPERVISORY PURPOSES, NOT OTHERWISE PROVIDED FOR
- G06Q30/00—Commerce
- G06Q30/01—Customer relationship services
Abstract
The invention relates to a multi-service system linkage and interaction method based on an intelligent robot, which comprises the following steps: s1: creating new customer service robot; s2: setting an interface address and a request mode of remotely acquired data; s3: setting a remote acquisition result variable, selecting a dialogue variable and inputting a path expression; s4: setting the overtime time of remote acquisition, and if the overtime time is exceeded and the interface does not return a result, skipping the current remote information acquisition; s5: after the above steps, the setting of the dialog operation is completed, and the outbound is started to obtain the value of the dialog variable; s6: and the customer service robot replies after judging different branches according to the data collected in the conversation variables. The invention can remotely collect the information which needs to be known by the real-time inquiry client and feed the information back to the call to inform the user; the interfaces of other service systems can be called in real time in the conversation process, and data exchange and linkage among the service systems are realized.
Description
Technical Field
The invention relates to the technical field of intelligent robots, in particular to a multi-service system linkage and interaction method based on an intelligent robot.
Background
The intelligent customer service robot uses a computer to replace manual work to execute the task of customer service.
The application of the intelligent customer service robot effectively solves the instant communication between enterprises and clients and the social maintenance of cooperative relations, needs to have the function of customer service system application, is a website real-time communication system based on the internet business front line, has the capacity of big data service analysis, can be used for butting the after-sale flow of marketing departments of the enterprises, mastering each requirement of the clients, and enabling customer service professionals to more quickly and effectively receive the clients, so that the enterprises can more conveniently communicate, quickly solve the client problems, communicate with the characteristic functions of bridge diversification and the like, the customer service professionals and the clients of the enterprises can interact at any time and any place, and the trust and the satisfaction of the clients can be quickly and effectively obtained.
At present, most customer service robots can only carry out conversation with customers through preset dialogs. For information which needs to be inquired by calling other service systems in the conversation process, the information cannot be inquired in the real-time conversation process. During the communication process between the customer and the customer service robot, various problems may be raised, such as the customer needing to inquire the balance of the bank card, the customer needing to inquire the balance of the accumulation, and the like. For the situation, the existing customer service robot in the market cannot answer the user in the call process.
In the existing customer service robot system in the market, information linkage and interaction cannot be realized among a plurality of service systems in the process of calling a customer, and once the telephone is connected, only a single service can be processed. The problem of the client cannot be solved through data exchange and cooperation among a plurality of service systems. For example, a customer dials a telephone of a social security bureau, the social security bureau uses a customer service robot, and the customer cannot switch to a service system related to pension when the customer wants to estimate his pension after knowing the information related to the payment of the insurance.
Disclosure of Invention
In order to solve the problems, the invention provides a multi-service system linkage and interaction method based on an intelligent robot, which can inquire information which a client needs to know in real time through remote acquisition in the process of communication between a customer service robot and a user and feed the information back to the communication to inform the user; and interfaces of other business systems are called in real time in the call process in a remote acquisition mode, so that data exchange and linkage among all the business systems are realized, and various requirements of customers are met.
The technical scheme of the invention is as follows:
a multi-service system linkage and interaction method based on an intelligent robot comprises the following steps:
s1: creating new customer service robot;
s2: setting an interface address and a request mode of remotely acquired data;
s3: setting a remote acquisition result variable, selecting a dialogue variable and inputting a path expression;
s4: setting the overtime time of remote acquisition, and skipping the current remote information acquisition if the overtime time is exceeded and the interface does not return a result;
s5: after the above steps, the setting of the dialog operation is completed, and the outbound is started to obtain the value of the dialog variable;
s6: and the customer service robot replies after judging different branches according to the data collected in the conversation variables.
Preferably, the request mode is a get request or a post request.
Preferably, the post request includes two references, namely a query and a body, wherein the query transfers parameters in a key-value pair form, and the body transfers parameters in a json form; the get request sends the query parameters in a key-value pair manner.
Preferably, the remote acquisition result supports XPath and JSONPath parsing results, and can be assigned to a set dialogue variable.
More preferably, the remote acquisition process in the outbound process comprises: after the user is connected, the user enters a set remote acquisition node, starts a new thread and asynchronously executes remote acquisition to obtain a query result; analyzing the query result through the path expression; assigning the parsed value to a dialog variable; and judging whether the conversation variable has a value, if so, judging that the remote acquisition is successful, otherwise, executing the conversation, and entering the next remote acquisition node of the conversation or throwing the abnormity.
The invention has the technical effects that: aiming at the defects and shortcomings in the prior art, the invention can inquire the information which needs to be known by the client in real time through remote acquisition in the process of the communication between the client service robot and the user and feed the information back to the communication to inform the user.
Drawings
FIG. 1 is a flow chart of a remote acquisition process in a speech setting of the present invention.
Fig. 2 is a flow chart of remote acquisition during outbound call of the present invention.
Detailed Description
The embodiments of the present invention will be further described with reference to the drawings attached to the specification.
As shown in fig. 1, an interface address and a request mode (get or post request) of data to be remotely collected are set in the operation of the customer service robot. The post request has two parameter transmission modes of query and body, wherein the query transmits parameters in a key-value pair form, and the body transmits parameters in a json form. And the get request will send the query parameters in a key-value pair.
And setting a remote acquisition result variable. The remote acquisition result supports XPath and JSONPath analysis results, can be assigned to a set conversation variable and is used in the subsequent conversation.
And setting the overtime time of remote acquisition, and skipping the current remote information acquisition if the time length is exceeded and the interface does not return a result.
The outbound call is initiated after completion of the call setup.
As shown in fig. 2, if the user enters a set remote acquisition node after connection, the system sends a post or get request to a set service system interface according to the parameter setting, sends the parameter to the service system, obtains a query result, and fills the query result in a session variable in real time.
The subsequent customer service robot can carry out different branch judgments or reply to the client through the data collected in the conversation variables.
The judgment content is as follows: and judging whether the conversation variable has a value, if so, judging that the collection is successful, otherwise, throwing an abnormal or entering the next remote collection node of the conversation.
Finally, it should be noted that: the above-mentioned embodiments are only specific embodiments of the present invention, which are used for illustrating the technical solutions of the present invention and not for limiting the same, and the protection scope of the present invention is not limited thereto, although the present invention is described in detail with reference to the foregoing embodiments, those skilled in the art should understand that: any person skilled in the art can modify or easily conceive the technical solutions described in the foregoing embodiments or equivalent substitutes for some technical features within the technical scope of the present disclosure; such modifications, changes or substitutions do not depart from the spirit and scope of the present invention in its spirit and scope. Are intended to be covered by the scope of the present invention. Therefore, the protection scope of the present invention shall be subject to the protection scope of the claims.
Claims (4)
1. A multi-service system linkage and interaction method based on an intelligent robot is characterized by comprising the following steps:
s1: creating new customer service robot;
s2: setting an interface address and a request mode of remotely acquired data;
s3: setting a remote acquisition result variable, selecting a dialogue variable and inputting a path expression;
s4: setting the overtime time of remote acquisition, and skipping the current remote information acquisition if the time used by one remote acquisition exceeds the overtime time and the interface does not return a result;
s5: after the above steps, the setting of the dialog operation is completed, and the outbound is started to obtain the value of the dialog variable;
s6: the customer service robot replies after judging different branches according to the data collected in the conversation variables;
the specific process of the outbound call in step S5 is as follows: after the user is connected, the user enters a set remote acquisition node, starts a new thread and asynchronously executes remote acquisition to obtain a query result; analyzing the query result through the path expression; assigning the parsed value to a dialog variable;
the branch judgment specifically comprises the following steps: and judging whether the conversation variable has a value, if so, judging that the remote acquisition is successful, otherwise, entering the next remote acquisition node of the conversation or throwing an exception.
2. The intelligent robot-based multi-service system linkage and interaction method according to claim 1, wherein the request mode is a get request or a post request.
3. The linkage and interaction method for the multi-service system based on the intelligent robot as claimed in claim 2, wherein the post request includes two transmission modes of query and body, the query transmits parameters in a key-value pair form, and the body transmits parameters in a json form; the get request sends the query parameters in a key-value pair manner.
4. The intelligent robot-based multi-service system linkage and interaction method according to claim 1, wherein the remote acquisition results support XPath and JSONPath analysis results and can be assigned to the set dialog variables.
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| CN114079698A (en) * | 2020-08-12 | 2022-02-22 | 北京有限元科技有限公司 | Method and device for polling intelligent outbound robot and storage medium |
| CN113110141B (en) * | 2021-03-26 | 2022-05-27 | 深圳市优必选科技股份有限公司 | Control method, control system and intelligent equipment |
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| JP6447578B2 (en) * | 2016-05-27 | 2019-01-09 | トヨタ自動車株式会社 | Voice dialogue apparatus and voice dialogue method |
| US10791222B2 (en) * | 2018-06-21 | 2020-09-29 | Wells Fargo Bank, N.A. | Voice captcha and real-time monitoring for contact centers |
| CN110351443A (en) * | 2019-06-17 | 2019-10-18 | 深圳壹账通智能科技有限公司 | Intelligent outgoing call processing method, device, computer equipment and storage medium |
| CN110472024A (en) * | 2019-07-11 | 2019-11-19 | 北京云迹科技有限公司 | For the configuration of the customized question and answer of robot, processing method and device, robot |
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Denomination of invention: A method of multi service system linkage and interaction based on Intelligent Robot Effective date of registration: 20211203 Granted publication date: 20200908 Pledgee: Hangzhou High-tech Financing Guarantee Co.,Ltd. Pledgor: ZHEJIANG BYAI TECHNOLOGY Co.,Ltd. Registration number: Y2021980013964 |
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Denomination of invention: A method of multi service system linkage and interaction based on Intelligent Robot Effective date of registration: 20220322 Granted publication date: 20200908 Pledgee: Shanghai Guotai Junan Securities Asset Management Co.,Ltd. Pledgor: ZHEJIANG BYAI TECHNOLOGY Co.,Ltd. Registration number: Y2022990000161 |
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Date of cancellation: 20230131 Granted publication date: 20200908 Pledgee: Shanghai Guotai Junan Securities Asset Management Co.,Ltd. Pledgor: ZHEJIANG BYAI TECHNOLOGY Co.,Ltd. Registration number: Y2022990000161 |