CN111400465A - Generation method and device of customer service robot, electronic equipment and medium - Google Patents
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Abstract
The embodiment of the specification discloses a generation method of a customer service robot, which comprises the steps of obtaining a creation request of a target device for creating the customer service robot; determining a target industry corresponding to the target equipment according to the creation request; acquiring a target industrial robot template corresponding to the target industry from a plurality of pre-created industrial robot templates, wherein the target industrial robot template comprises a conversation task model and an industry knowledge base; generating a target customer service robot of the target equipment according to the target operation robot template, wherein the target customer service robot comprises the conversation task model and a target knowledge base, and the target knowledge base comprises the industry knowledge base and a private knowledge base of the target equipment; so, through multiplexing industrial robot template, can effectively reduce intelligent customer service's application threshold, improve intelligent service efficiency.
Description
Technical Field
The embodiment of the specification relates to the technical field of computer processing, in particular to a generation method and device of a customer service robot, electronic equipment and a medium.
Background
With the rapid development of the electronic information industry, more and more services are applied to electronic devices, and more government services have many similar services, which are provided by various machines.
When the existing government affair business is provided by each organization, because the condition of each organization is different, many similar businesses in the same industry, for example, each market-level public accumulation fund business in the public accumulation fund industry, are provided with intelligent customer service by each public accumulation fund organization, an intelligent customer service system covering all introduced services is built through business knowledge storage and time cost of the organizations, and generally, a client who complains or consults is guided to a customer service channel owned by each organization.
Disclosure of Invention
The embodiment of the specification provides a generation method, a generation device, electronic equipment and a medium of a customer service robot, which can effectively reduce the application threshold of intelligent customer service and improve the intelligent service efficiency.
A first aspect of an embodiment of the present specification provides a method for generating a customer service robot, including:
acquiring a creating request of a target device for creating a customer service robot;
determining a target industry corresponding to the target equipment according to the creation request;
acquiring a target industrial robot template corresponding to the target industry from a plurality of pre-created industrial robot templates, wherein the target industrial robot template comprises a conversation task model and an industry knowledge base;
and generating a target customer service robot of the target equipment according to the target operation robot template, wherein the target customer service robot comprises the conversation task model and a target knowledge base, and the target knowledge base comprises the industry knowledge base and a private knowledge base of the target equipment.
A second aspect of embodiments of the present specification provides a generation apparatus for a customer service robot, including:
a request acquisition unit for acquiring a creation request for creating a customer service robot by a target device;
an industry determining unit, configured to determine, according to the creation request, a target industry corresponding to the target device;
the robot template determining unit is used for acquiring a target industrial robot template corresponding to the target industry from a plurality of pre-established industrial robot templates, wherein the target industrial robot template comprises a conversation task model and an industry knowledge base;
and the robot generation unit is used for generating a target customer service robot of the target equipment according to the target operation robot template, wherein the target customer service robot comprises the conversation task model and a target knowledge base, and the target knowledge base comprises the industry knowledge base and a private knowledge base of the target equipment.
The third aspect of the embodiments of the present specification further provides an electronic device, which includes a memory, a processor, and a computer program stored in the memory and executable on the processor, where the processor implements the steps of the generation method of the customer service robot when executing the program.
The fourth aspect of the embodiments of the present specification also provides a computer-readable storage medium on which a computer program is stored, which, when executed by a processor, performs the steps of the generation method for a customer service robot described above.
The beneficial effects of the embodiment of the specification are as follows:
based on the technical scheme, a target industrial robot template corresponding to a target industry is obtained from a plurality of industrial robot templates which are created in advance based on a creation request; then, a target customer service robot of the target equipment is generated according to the target operating robot template, wherein the target customer service robot reuses a conversation task model of the target operating robot template, and the target knowledge base comprises an industry knowledge base and a private knowledge base of the target equipment, so that the provided data in the target knowledge base is richer and more accurate, a plurality of customer service robots in the same industry can reuse the operating robot template and provide respective differentiated services, and thus, the application threshold of intelligent customer service can be effectively reduced, the service efficiency of intelligent service is improved, and the problem of different adaptation of mechanisms in the same industry is solved; and moreover, a plurality of customer service robots in each industry can be efficiently and quickly generated, differentiated services are provided, the services are supported by the private knowledge base and the industry knowledge base of each customer service robot, and the accuracy of the data for providing the services is improved on the basis of higher accuracy and richness of the data provided by the private knowledge base and the industry knowledge base.
Drawings
FIG. 1 is a flow chart of a method for generating a customer service robot in an embodiment of the present disclosure;
fig. 2 is a schematic structural diagram of a template of a robot in an embodiment of the present specification;
FIG. 3 is a schematic structural diagram of a target customer service robot created in an embodiment of the present specification;
FIG. 4 is a schematic structural diagram of a generation apparatus of a customer service robot in an embodiment of the present disclosure;
fig. 5 is a schematic structural diagram of an electronic device in an embodiment of this specification.
Detailed Description
In order to better understand the technical solutions, the technical solutions of the embodiments of the present specification are described in detail below with reference to the drawings and specific embodiments, and it should be understood that the specific features of the embodiments and embodiments of the present specification are detailed descriptions of the technical solutions of the embodiments of the present specification, and are not limitations of the technical solutions of the present specification, and the technical features of the embodiments and embodiments of the present specification may be combined with each other without conflict.
The embodiment of the specification provides a generation method of a customer service robot, which comprises the steps of obtaining a target operating robot template corresponding to a target industry from a plurality of pre-created operating robot templates based on a creation request; then, a target customer service robot of the target equipment is generated according to the target operation robot template, wherein the target customer service robot reuses a conversation task model of the target operation robot template, and the target knowledge base comprises an industry knowledge base and a private knowledge base of the target equipment, so that the data in the provided target knowledge base is richer and more accurate, a plurality of customer service robots in the same industry can reuse the operation robot template and provide respective differentiated services, thus not only effectively reducing the application threshold of intelligent customer service, but also solving the problem of differential adaptation of mechanisms in the same industry, being capable of efficiently and quickly generating a plurality of customer service robots in each industry and providing differentiated services, wherein the services are provided by the private knowledge base of each customer service robot and the industry knowledge base, and on the basis that the accuracy and richness of the data provided by the private knowledge base and the industry knowledge base are higher, the accuracy of the data it provides services will also increase.
In the embodiment of the specification, the knowledge base is a knowledge system based on question answering and synonyms; the knowledge base can create a question and answer and set synonyms for the question and answer, and when the conversation between the visitor and the robot can be matched with the question or any synonym, the robot can display the answer of the question to the visitor.
In the embodiment of the specification, a conversation task can complete multi-round conversation configuration of a business target, and conversation flow is a flow for realizing the conversation task; when the conversation between the user and the robot is matched with the intention, the customer service robot collects required parameters according to a plurality of pre-arranged conversations; and when all parameters of the intention are collected, the customer service robot calls the service configured in the intention processing logic to perform business processing.
In a first aspect, as shown in fig. 1, an embodiment of the present specification provides a method for generating a customer service robot, including:
s102, acquiring a creation request of a target device for creating a customer service robot;
s104, determining a target industry corresponding to the target equipment according to the creation request;
s106, obtaining a target industrial robot template corresponding to a target industry from a plurality of pre-created industrial robot templates, wherein the target industrial robot template comprises a conversation task model and an industry knowledge base;
and S108, generating a target customer service robot of the target equipment according to the target operation robot template, wherein the target customer service robot comprises a conversation task model and a target knowledge base, and the target knowledge base comprises an industry knowledge base and a private knowledge base of the target equipment.
In the embodiment of the present specification, the target device may be provided by a government agency, and the target device may be, for example, a device such as a laptop, a tablet computer, a smartphone, a smart watch, a desktop computer, and an all-in-one machine; the government affairs agency is an agency of government affairs services provided by governments or groups, and the government affairs may include tax service, social security service, public deposit service, household registration service, business service, traffic service, communication service, post and telecommunications service, police service, fire service, weather service, and the like. Of course, the target device may be provided by a non-government agency, such as a talent exchange center, and the talent exchange center in each city will usually introduce a special talent with special measures, so that the target device provided by the talent exchange center in each city will store a private knowledge base.
In step S102, a creation request may be generated according to the operation data of the user on the target device and then according to the operation data, and the creation request is further acquired.
Specifically, if a creation key for creating a customer service robot is displayed on a robot service page displayed by the target device, a trigger operation for triggering the creation key is acquired, and at this time, the trigger operation is used as operation data; after the trigger operation is acquired, a creation request is generated, and then the creation request is acquired. If the robot service page displayed by the target device does not display a creation key but displays an input box for creating a customer service robot, acquiring creation data input in the input box, such as "please create a robot" and "robot creation", and at this time, creating the data as operation data; and after the creation data is acquired, generating a creation request, and further acquiring the creation request.
In addition, a creating code input by a user into the target equipment can be obtained, the creating code is used for creating the customer service machine, and at the moment, the creating code is operation data; and after the creation code is obtained, responding to the creation code to generate a creation request, and further obtaining the creation request. Of course, the embodiment of the present specification may also obtain the creation request in other manners, for example, the creation request may be generated by being triggered by an access request of an accessing customer service robot, and the embodiment of the present specification is not limited in particular.
After the creation request is acquired, the creation request is responded, and the responding process comprises the steps S104 to S108.
After the creation request is acquired, in response to the creation request, step S104 is executed first, and then step S106 and step S108 are executed in sequence, and steps S104, S106 and S108 are described in sequence according to the step execution order in the response process.
In step S104, after the creation request is obtained, the target device is obtained according to the creation request; then according to the target government affair business of the target equipment, acquiring the target industry of the target government affair business; the government affair equipment and the industry can be corresponded in advance to obtain a preset corresponding relation, so that the target industry to which the target equipment belongs is obtained according to the preset corresponding relation after the establishment request is obtained.
Specifically, when the target device is provided by a target government agency, the target government agency provides the target government affairs service, so that the target industry to which the target government affairs service belongs can be acquired after the target government affairs service is acquired. For example, the target government affair institution may be a social security service institution, a public deposit service institution, a talent center service institution, a business service institution, a gas service institution and the like, and when the target government affair institution is the social security service institution, the target industry to which the target government affair institution belongs is the social security industry; and when the target government affairs institution is the accumulation fund service institution, the target industry to which the target government affairs institution belongs is the accumulation fund industry.
Specifically, when the target device is provided by a non-government agency, the service corresponding to the non-government agency is acquired, and the industry to which the service corresponding to the non-government agency belongs is taken as the target industry.
After the target industry is determined, step S106 is executed to obtain a target operation robot template corresponding to the target industry from a plurality of operation robot templates created in advance, where the target operation robot template includes a conversation task model and an industry knowledge base.
Specifically, since the intelligent customer service system required by the organization in the same industry has a great number of similar features in service intention, service flow and service knowledge structure, but is different in some specific contents, the embodiment of the specification establishes an operation robot template for each industry providing services, and provides a conversation task with industry homogeneity and reuse of knowledge contents through the established operation robot template.
The industry for providing services in the embodiment of the specification comprises the government affair industry, and for the government affair industry, most of the institutions in the same industry need intelligent customer service systems with a great deal of similar characteristics on service intention, business flow and business knowledge structure, but the specific contents of part of policies are different; thus, embodiments of the present specification create one operational robot template for each government industry that provides services.
The industries providing services in the embodiments of the present description include non-government affairs industries, and for some of the non-government affairs industries, a great number of similar features also exist in service intentions, business processes and business knowledge structures of intelligent customer service systems required by some same-industry organizations, but the specific contents of some businesses are different, for example, a talent recruitment service provided by a talent exchange center, a certain talent exchange center provides preferential conditions for a job type a, another talent exchange center provides preferential conditions for a job type B, and the preferential conditions may be the same or different; thus, embodiments of the present specification create an operational robot template for the non-government industry that provides services.
The non-government industries in the embodiments of the present disclosure may include talent recruitment industry, property management industry, and home services industry, and the present disclosure is not limited specifically.
In the embodiment of the specification, one operation robot template can be created and maintained for each industry providing services, and each operation robot template comprises a uniform user interface, an industry conversation task and an industry knowledge base, wherein the industry knowledge base consists of industry knowledge categories and knowledge contents.
Specifically, taking a certain robot template as an example, as shown in fig. 2, the robot template 20 includes a user interface template 201, an industry conversation task 202 and an industry knowledge base 203, where the user interface template 201 provides a unified intelligent customer service user interaction interface, and can perform operations such as text display, user input and the like according to contents returned by the robot, and a support mechanism performs customized configuration on robot icons, nicknames, welcome phrases and the like in the interface.
The industry conversation task 202 comprises an intention recognition module 2021 and a conversation flow module 2022, and is used for realizing the conversation task configuration of the industry; after receiving the user's question, identifying the user's question intention by the intention identification module 2021; when the identified questioning intention hits a certain intention, the corresponding dialogue flow module 2022 is entered, and multiple rounds of interaction are performed according to the dialogue flow set by the dialogue flow module 2022, thereby completing complex handling services. For example, the reservation flow is transacted, the reservation intention is set, the user information required for reservation is set in the dialogue flow module 2022, the information collection is completed, and the reservation interface configured by the mechanism is called for transaction of reservation.
Further, the industry knowledge base 203 is a binding set of the industrial robot template and is composed of industry knowledge categories and knowledge contents related under the categories; in the process of establishing the industry knowledge base 203, business data of the industry is firstly acquired, then a knowledge structure category of industry dimensions, namely an industry knowledge category, is established according to the business data of the industry, and corresponding knowledge content suitable for the whole industry is set under the established industry knowledge category.
Thus, in the manner described above, the embodiment of the present specification creates one operation robot template for each industry providing services, and further creates a plurality of operation robot templates, where a plurality means 2 or more, for example, 2, 3, 5, and 8, and the present specification is not limited in particular.
For example, the pre-established multiple operation robot templates are a high-accumulation fund operation robot template a1, a social security operation robot template a2, a gas operation robot template A3, a talent center operation robot template a4 and a communication operation robot template a5, and if the target industry corresponding to the target equipment is determined to be the gas industry, the operation robot template corresponding to the target equipment is determined to be A3.
For example, taking the target device as a notebook computer B as an example, a creating interface for creating a customer service robot is displayed on a display screen of the B, a click operation of a user clicking a button of a creating robot request on the creating interface is acquired, and the creating request is acquired in response to the click operation; and then according to the generated creation request, acquiring that the target government agency corresponding to the B is a B1 market public accumulation fund service agency, determining that the target industry corresponding to the B is a public accumulation fund industry, and then searching the operating robot template corresponding to the B from A1-A5 to be A1.
After determining the robot template corresponding to the target device, step S108 is executed, where the step S108 specifically includes the following steps:
step S1082, interface configuration data and a private knowledge base for the target customer service robot are obtained;
specifically, configuration data input by a user for interface configuration is acquired, and the acquired configuration data is used as interface configuration data, wherein the interface configuration data comprises data such as a nickname, a welcome language and a head portrait of the robot.
When the target equipment is provided by the target government agency, the private knowledge category owned by the target government agency and the private knowledge content under the private knowledge category can be obtained, and a private knowledge base is generated according to the private knowledge category and the private knowledge content; accordingly, when the target device is provided by the non-government agency, the private knowledge category owned by the non-government agency and the private knowledge content under the private knowledge category can be acquired, and the private knowledge base can be generated according to the private knowledge category and the private knowledge content.
Specifically, the private knowledge category may overlap the industry knowledge category, but when knowledge content exists in the private category, the content of the private knowledge category is preferentially returned to the user. For example, a public accumulation loan knowledge regulation is set in the industry knowledge category, the knowledge content is wide, and the system comprises a specific policy which can consult with a local public accumulation fund mechanism, an example robot of the Shanghai public accumulation fund mechanism does not set the knowledge content in the local knowledge category, a specific local policy which is associated with the specific local policy in the private knowledge category of the example robot of the Hangzhou public accumulation fund mechanism is used as the knowledge content, when a user requests an intelligent customer service of the Hangzhou public accumulation fund mechanism to consult loan information, the local policy knowledge of Hangzhou is obtained, and when the user requests an intelligent customer service of the Shanghai public accumulation fund mechanism to obtain the national general knowledge.
And S1084, generating the target customer service robot according to the target operation robot template, the interface configuration data and the private knowledge base.
Specifically, the customer service robot interface can be determined according to the interface configuration data; determining a target knowledge base according to the private knowledge base and the industry knowledge base, wherein the private knowledge base comprises the private knowledge category of the target equipment and the corresponding private knowledge content; and finally, generating the target customer service robot according to the customer service robot interface, the target knowledge base and the conversation task model.
Specifically, according to the target operation robot template, after interface configuration data are obtained, a robot instance is created, the created robot instance reuses a conversation task model of the target operation robot template, but a knowledge base of the created robot instance is composed of a private knowledge base and an industry knowledge base in the target operation robot template, and at the moment, the created robot instance serves as a target customer service robot.
For example, referring to fig. 2 and fig. 3, fig. 2 is a target operation robot template, interface configuration data 31 and a private knowledge base 32 of a target service robot are provided by a target device, a robot instance is created as a target service robot 300 according to the target operation robot template 20, the interface configuration data 31 and the private knowledge base 32, the target service robot 300 includes a robot user interface 301, the robot user interface 301 is generated by the interface configuration data 31 and the user interface template 201 together, the private conversation task 302 is multiplexed by the industry conversation task 202, and the target knowledge base 303 is composed of the industry knowledge base 203 and the private knowledge base 32.
For example, taking the working fund robot template as an example, the working fund organization in the city of D1 may reuse the dialogue tasks and knowledge structures in the working fund robot template by using its own electronic devices to create a D1 working fund customer service robot; correspondingly, the D2 market accumulation fund mechanism can reuse the conversation tasks and knowledge structures in the accumulation fund operation robot template by using own electronic equipment to create a D2 accumulation fund customer service robot; and the D3 market accumulation fund mechanism can reuse the dialogue tasks and knowledge structures in the accumulation fund operation robot template by using own electronic equipment to create the D3 accumulation fund customer service robot.
Thus, the created target customer service robot adopts the target operation robot template to realize the reuse of the conversation task and the industry knowledge base with the same industry, the target government organization provides the private knowledge base consisting of the private knowledge contents under the private knowledge category, and the private knowledge base and the industry knowledge base are combined, so that the data in the provided target knowledge base is richer and more accurate, a plurality of customer service robots under the same industry can reuse the operation robot template and provide respective differentiated services, therefore, the application threshold of intelligent customer service can be effectively reduced, the problem of the differential adaptation of the organizations in the same industry can be solved, a plurality of customer service robots under each industry can be efficiently and quickly generated, and the differentiated services are provided, and the services are provided by the private knowledge base and the industry knowledge base of each customer service robot, on the basis that the accuracy and richness of data provided by the private knowledge base and the industry knowledge base are high, the accuracy of the data providing services is improved.
In the embodiment of the specification, after a target customer service robot is created, if an access request of a user for accessing the target customer service robot is obtained, after the access request of the user is obtained, intention recognition is performed on the access request through a conversation task model, and if the recognized intention hits one of a plurality of preset intentions, a conversation flow corresponding to the hit intention is determined from the conversation task model according to the hit intention; and performing service handling according to the corresponding conversation flow.
Specifically, when intent is to be performed, the user request may be intent-recognized using a trained Natural language understanding (Natural L anguageUnderranging, N L U) model.
Specifically, the trained N L U model may be obtained by training a plurality of history request records, and as the number of users visited increases, the trained N L U model may continue to be iterated and optimized by using the history request records corresponding to the increased users, so that the trained N L U model may be optimized along with the increase of the number of users visited, and the result identified by the trained N L U model after optimization is more accurate.
For example, taking the target customer service robot as the D2 market public deposit customer service robot, if the input data carried by the access request of a certain user is "the D2 market public deposit loan problem", and recognizing that the intention of the access request hits the D2 market public deposit loan intention through the N L U model, according to the D2 market public deposit loan intention, the public deposit loan treaty in D2 is found from the private knowledge base of the D2 market public deposit customer service robot, and then the D2 market public deposit loan treaty is returned to the user client, so that the user can view the public deposit treaty in D2 through the user client, thereby enabling the D2 market public deposit customer service robot to complete one service.
Therefore, in the technical scheme adopted by the embodiment of the specification, by designing an industrial robot template, a robot instance created by a same industry organization can directly inherit the knowledge base content and the conversation task module in the industrial template robot, so that the time and the technical threshold for accessing the intelligent customer service by the same industry organization are greatly reduced; and each mechanism in the same industry mechanism can use the shared industry knowledge base, but the private knowledge base can only be used by the mechanism, so that the differentiated service of the same industry mechanism can be effectively solved through the private knowledge base provided by the same industry mechanism, each mechanism in the same industry mechanism can newly add or modify the private knowledge content under the private category, the matching weight is higher than the same item content in the industry knowledge base, and the problem of different differences of the services or policies of each mechanism in the same industry is solved.
In a second aspect, based on the same technical concept, an embodiment of the present specification provides a generation apparatus for a customer service robot, with reference to fig. 4, including:
a request obtaining unit 401, configured to obtain a creation request for creating a customer service robot by a target device;
an industry determining unit 402, configured to determine, according to the creation request, a target industry corresponding to the target device;
a robot template determining unit 403, configured to obtain a target industrial robot template corresponding to the target industry from a plurality of pre-created industrial robot templates, where the target industrial robot template includes a conversation task model and an industry knowledge base;
a robot generating unit 404, configured to generate a target customer service robot of the target device according to the target operation robot template, where the target customer service robot includes the conversation task model and a target knowledge base, and the target knowledge base includes the industry knowledge base and a private knowledge base of the target device.
In an optional embodiment, the robot generating unit 404 is configured to obtain interface configuration data for the target customer service robot and the private knowledge base; and generating the target customer service robot according to the target operation robot template, the interface configuration data and the private knowledge base.
In an optional embodiment, the robot generating unit 404 is configured to determine a customer service robot interface according to the interface configuration data; determining the target knowledge base according to the private knowledge base and the industry knowledge base, wherein the private knowledge base comprises the private knowledge category of the target equipment and the corresponding private knowledge content; and generating the target customer service robot according to the customer service robot interface, the target knowledge base and the conversation task model.
In an optional implementation, the generating means further comprises:
and the service processing unit is used for identifying intentions of the access request through the conversation task model after the access request of the user is obtained, searching result data corresponding to the hit intentions from the target knowledge base according to the hit intentions if the identified intentions hit one of a plurality of preset intentions, and returning the result data.
In a third aspect, based on the same inventive concept as the generation method of the customer service robot in the foregoing embodiments, an embodiment of the present specification further provides an electronic device, as shown in fig. 5, including a memory 504, a processor 502, and a computer program stored on the memory 504 and operable on the processor 502, where the processor 502 implements the steps of any one of the methods of the generation method of the customer service robot described above when executing the program.
Where in fig. 5 a bus architecture (represented by bus 500) is shown, bus 500 may include any number of interconnected buses and bridges, and bus 500 links together various circuits including one or more processors, represented by processor 502, and memory, represented by memory 504. The bus 500 may also link together various other circuits such as peripherals, voltage regulators, power management circuits, and the like, which are well known in the art, and therefore, will not be described any further herein. A bus interface 505 provides an interface between the bus 500 and the receiver 501 and transmitter 503. The receiver 501 and the transmitter 503 may be the same element, i.e. a transceiver, providing a means for communicating with various other apparatus over a transmission medium. The processor 502 is responsible for managing the bus 500 and general processing, and the memory 504 may be used for storing data used by the processor 502 in performing operations.
In a fourth aspect, based on the inventive concept of the generation method of the customer service robot in the foregoing embodiments, the present specification embodiment further provides a computer-readable storage medium, on which a computer program is stored, which when executed by a processor implements the steps of any one of the methods of the generation method of the customer service robot described above.
The description has been presented with reference to flowchart illustrations and/or block diagrams of methods, apparatus (systems), and computer program products according to embodiments of the description. It will be understood that each flow and/or block of the flow diagrams and/or block diagrams, and combinations of flows and/or blocks in the flow diagrams and/or block diagrams, can be implemented by computer program instructions. These computer program instructions may be provided to a processor of a general purpose computer, special purpose computer, embedded processor, or other programmable data processing apparatus to produce a machine, such that the instructions, which execute via the processor of the computer or other programmable data processing apparatus, create means for implementing the functions specified in the flowchart flow or flows and/or block diagram block or blocks.
These computer program instructions may also be stored in a computer-readable memory that can direct a computer or other programmable data processing apparatus to function in a particular manner, such that the instructions stored in the computer-readable memory produce an article of manufacture including instruction means which implement the function specified in the flowchart flow or flows and/or block diagram block or blocks.
These computer program instructions may also be loaded onto a computer or other programmable data processing apparatus to cause a series of operational steps to be performed on the computer or other programmable apparatus to produce a computer implemented process such that the instructions which execute on the computer or other programmable apparatus provide steps for implementing the functions specified in the flowchart flow or flows and/or block diagram block or blocks.
While preferred embodiments of the present specification have been described, additional variations and modifications in those embodiments may occur to those skilled in the art once they learn of the basic inventive concepts. Therefore, it is intended that the appended claims be interpreted as including preferred embodiments and all changes and modifications that fall within the scope of the specification.
It will be apparent to those skilled in the art that various changes and modifications may be made in the present specification without departing from the spirit and scope of the specification. Thus, if such modifications and variations of the present specification fall within the scope of the claims of the present specification and their equivalents, the specification is intended to include such modifications and variations.
Claims (10)
1. A generation method of a customer service robot comprises the following steps:
acquiring a creating request of a target device for creating a customer service robot;
determining a target industry corresponding to the target equipment according to the creation request;
acquiring a target industrial robot template corresponding to the target industry from a plurality of pre-created industrial robot templates, wherein the target industrial robot template comprises a conversation task model and an industry knowledge base;
and generating a target customer service robot of the target equipment according to the target operation robot template, wherein the target customer service robot comprises the conversation task model and a target knowledge base, and the target knowledge base comprises the industry knowledge base and a private knowledge base of the target equipment.
2. The generation method of claim 1, said generating a target customer service robot for said target device from said target industrial robot template, comprising:
acquiring interface configuration data and the private knowledge base aiming at the target customer service robot;
and generating the target customer service robot according to the target operation robot template, the interface configuration data and the private knowledge base.
3. The generation method of claim 2, said generating the target customer service robot from the target operation robot template, the interface configuration data, and the private knowledge base, comprising:
determining a customer service robot interface according to the interface configuration data;
determining the target knowledge base according to the private knowledge base and the industry knowledge base, wherein the private knowledge base comprises the private knowledge category of the target equipment and the corresponding private knowledge content;
and generating the target customer service robot according to the customer service robot interface, the target knowledge base and the conversation task model.
4. The generation method according to claim 3, after acquiring the access request of the user, the method further comprising:
and performing intention recognition on the access request through the conversation task model, if the recognized intention hits one of a plurality of preset intentions, searching result data corresponding to the hit intention from the target knowledge base according to the hit intention, and returning the result data.
5. A generation apparatus of a customer service robot, comprising:
a request acquisition unit for acquiring a creation request for creating a customer service robot by a target device;
an industry determining unit, configured to determine, according to the creation request, a target industry corresponding to the target device;
the robot template determining unit is used for acquiring a target industrial robot template corresponding to the target industry from a plurality of pre-established industrial robot templates, wherein the target industrial robot template comprises a conversation task model and an industry knowledge base;
and the robot generation unit is used for generating a target customer service robot of the target equipment according to the target operation robot template, wherein the target customer service robot comprises the conversation task model and a target knowledge base, and the target knowledge base comprises the industry knowledge base and a private knowledge base of the target equipment.
6. The generation apparatus of claim 5, the robot generation unit to obtain interface configuration data and the private knowledge base for the target customer service robot; and generating the target customer service robot according to the target operation robot template, the interface configuration data and the private knowledge base.
7. The generation apparatus of claim 6, the robot generation unit is configured to determine a customer service robot interface according to the interface configuration data; determining the target knowledge base according to the private knowledge base and the industry knowledge base, wherein the private knowledge base comprises the private knowledge category of the target equipment and the corresponding private knowledge content; and generating the target customer service robot according to the customer service robot interface, the target knowledge base and the conversation task model.
8. The generation apparatus of claim 7, further comprising:
and the service processing unit is used for identifying intentions of the access request through the conversation task model after the access request of the user is obtained, searching result data corresponding to the hit intentions from the target knowledge base according to the hit intentions if the identified intentions hit one of a plurality of preset intentions, and returning the result data.
9. An electronic device comprising a memory, a processor and a computer program stored on the memory and executable on the processor, the processor implementing the steps of the method of any one of claims 1-4 when executing the program.
10. A computer-readable storage medium, on which a computer program is stored which, when being executed by a processor, carries out the steps of the method of any one of claims 1 to 4.
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